EMPLOYEE-EXPERIENCE-DESIGN5 MIN READ
Listen Past the Polite Survey Answer
Use empathy-map quadrants to ask follow-up questions that reveal hidden employee needs.
Rosa R Operations specialist enrolling in benefits S Says D Does F Feels Research interview 20 sec The polite answer Rosa starts with the safe line: the benefits portal is fine. Empathy mapping helps you explore beyond the spoken answer without making her feel tested. 4 quadrants to fill 1 polite answer can hide workarounds
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