Through her talk, Indi Young explains how we must ask and listen more as a means to get past our assumptions. Absorbing eclectic ideas, understanding varied work patterns and incorporating different ways of thinking will help broader ideas sprout. She categorizes Empathy into Emotional and Cognitive Empathy, giving us examples of both.

Video shot by Jess Jones and Nathaniel Kohfield, edited by Christie Goshe.

About the speaker

Indi Young is a research consultant and empathy coach. She helps teams incorporate purpose-framed exploration into their existing constellation of methods. A more human frame of questioning and active listening combine to develop empathy with the people you seek to support, and empathy helps choose new directions for products as well as diversify the way you support people within existing offerings. She has been a trailblazer of experience design since the dot-com boom, using her roots in computer science to help people adopt a neutral, well-considered mindset.

In 2001 she was a founder of Adaptive Path, the experience design agency. In 2008, her book Mental Models, introducing mental model diagrams, was published. Her second book, Practical Empathy, was released in 2015. She writes articles, conducts workshops and webinars, and speaks about the importance of pushing the boundaries of your perspective.

You can follow her on Twitter @indiyoung and access many resources on her website

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