August 28th, 2017
Empathy. It’s an unavoidable word in the world of user experience design. Too often it is applied to designs in too narrow a fashion. Your empathy should come from the problem your design is solving, not measured in the level of frustration or delight experienced with your design.
Ariel Kennan is the Director of Design and Product at the New York City Mayor’s Office for Economic Opportunity. She has been working on the HOME-STAT initiative which is an effort of the City of New York to properly provide services to the city’s homeless population.
In this podcast, Ariel shares her story and is joined by Marc Stickdorn who offers his insights on how service design can be done on such a massive scale. Marc is the CEO and co-founder of More Than Metrics and author of the book Service Design Thinking.