Empathy Interviews: How to Do Them and Why They’re Important

75-min | In-Person
Focus Areas: Data and Measurement; Equity, Diversity, and Belonging; Improvement Capability

One of the six core principles of improvement is to “make the work problem-specific and user-centered.” The empathy interview done right provides an opportunity for understanding the user’s perspective and operationalizing an equity lens. In this session, participants will understand the importance of defining a clear purpose for empathy interviews, select diverse interviewees, structure and conduct empathy interviews, and use the interview data to inform improvement work. Presenters will introduce key mindsets and beliefs central to the use of empathy interviews as an anti-racist practice and give participants time to practice, reflect, and discuss the use of this practice.


Kari Nelsestuen, Co-Founder, Community Design Partners
Julie Smith, Co-Founder, Community Design Partners