Building, managing and being a member of creative teams charged with re-imagining customer and user experiences along with their supporting services is a daunting task. Through all the complexity of the process, empathy must be maintained for ALL parties involved - this includes not just the folks being designed for but the folks doing the designing, too. I’ve spent a lot of time building an arsenal of tips, tricks, and interventions to building that internal empathy, and figured others may not only be able to benefit from what I know, but teach me new things in the process, too.

Which is why Inkshares seems the perfect venue to get this practical guide to reach the largest possible audience who could benefit from this. Whether you are currently a service designer or a user or customer experience designer or manager, this book may be helpful.