There are many tools that can be leveraged to investigate a problem and the system producing it. These materials for instructors or facilitators provide resources to introduce two tools – empathy interviews and process maps. They include task cards for small group activities that allow participants to practice using the tools to deepen their understanding of a user’s experience and key processes related to a sample problem.
Improvement communities often rely on different forms of evidence and knowledge to help them build a robust view of their system as it relates to the problem they are addressing – learning from practical expertise (local data, user experience, current work processes) as well as scholarly expertise.
This set of instructor resources highlights two inquiry tools – process maps and empathy interviews. Based on a sample problem related to instructional coaching, the two task cards below outline small group activities where participants can practice engaging in an empathy interview and creating a process map. There is also a brief slide deck that can be used prior to the activities to introduce the two tools and their purpose.
Download Understanding the Problem & System Activity: Introductory Slides
