Pathwise

Manuals / Design Thinking / Chapter 2

A · Understand · beginner · Week 1 · Chapter 2 of 9

Empathize: talk to humans

Interviews, observation, and journey sketches. Seek stories and workarounds — not feature requests as gospel.

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Step 1 of 2

Interview guide

Open with recent stories. Dig into last time they struggled. Avoid leading “would you use X?”

Interview guideDrag stickies · tap for tips
Study mapDrag stickies · tap for tipsKeep it shortdrag · tap →Name the waitdrag · tap →Scope locatorsdrag · tap →Trace when stuckdrag · tap →One browser firstdrag · tap →Isolate statedrag · tap →Assert the UIdrag · tap →Retry wiselydrag · tap →Seed datadrag · tap →Close the loopdrag · tap →Keep it shortdrag · tap →Name the waitdrag · tap →Scope locatorsdrag · tap →Trace when stuckdrag · tap →One browser firstdrag · tap →Isolate statedrag · tap →Pathwise hackdrag · tap →Interview guidedrag · tap →Try thisdrag · tap →Follow the dashed drag · tap →

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Run 3 interviews (15–20 min). Capture quotes verbatim.

Pro tip: Ask “show me how you do it today” when possible.

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Chapter learning outcomes
  • Interview prompts
  • Observation
  • Empathy maps

Clear these before you leave