Empathy interviewing

Stakeholder interviews work best when you genuinely connect with people's experiences. Research shows that understanding someone's world from their perspective, rather than just collecting their answers, leads to deeper insights into what they truly need and value.

Think of visiting a citizen where they actually use a government service, rather than just asking about it in an office. Watch how they navigate the system, what frustrates them, and what works well. These real-world observations often reveal insights that direct questions might miss.

Practice these empathy techniques:

• Natural setting: Meet people where they're comfortable
• Daily reality: Understand their regular experiences
• Genuine interest: Show you care about their story
• Multiple views: Look beyond your own perspective
• Active care: Put aside assumptions and really listen

Remember that true empathy means temporarily setting aside your own views to understand someone else's world.^[1]