One of the Six Core Principles of Improvement is to “make the problem work-specific and user-centered.” The empathy interview is a common strategy for seeking to understand the user perspective and operationalize an equity lens. However, in practice, the interviews often look similar to traditional interviews that ask for opinions and feedback on narrow topics instead of uncovering the real needs and perspectives of the user. In this session, participants will understand the importance of defining a clear purpose for empathy interviews, as well as how to select diverse interviewees, structure and conduct empathy interviews, and effectively analyze and use the interview data to inform improvement work.
Sandra Park, Co-Founder and Improvement Specialist, Improvement Collective; Senior Fellow, Carnegie Foundation
Kari Nelsestuen, Improvement Advisor, Chalkboard Project
Jon Norman, Associate, Managing Director, Evidence and Analytics, Carnegie Foundation
Julie Smith, Deputy Director, Chalkboard Project