In the initial empathy step of design thinking, designers really get to know users by interviewing them, watching how they act, or studying their online behavior. This deep dive helps them find out what users need and want, even things users might not say directly.

Take Netflix, for example. They were great at understanding their users. They saw how people were tired of going to DVD rental stores, so they started a home delivery service. Then, seeing how people's habits were changing, they switched to streaming movies and shows online. They keep making changes, like adding their own shows and improving their website, showing they still pay close attention to what users want.

Simply put, being empathetic in design thinking means really understanding what users are thinking and feeling, so you can make products that truly fit into their lives and keep getting better as their needs change.