Pete had the chance to connect with the Calgary chapter of the User Experience Book Club a few months back, and the group has now reviewed Wired to Care for their readers. They describe empathy as being at the absolute core of the work they do:
So how does the notion of empathy fit into user experience design? Well, it is actually one of the most important concepts when approaching a design problem and this is why “Wired to Care” continues to bubble up to the surface when I am thinking about design problems. If a company can’t understand what is happening when a customer interacts with their product or service—the challenges, the constraints, the “ah-ha” moments—then it is going to be a very tall order to gather requirements and create solutions that actually solve any sort of problem relating a customer and/or user.