Kim Chatterjee - How To Design Your Own “Empathy Walk” (and make your stakeholders live your research findings) - Transcript

What can you make your audience experience in 30 minutes? Try being a single mum in subsidized housing in Chicago and see what kind of decisions you have to make to avoid homelessness. Or be a maize farmer in rural Zambia, anxious for the annual harvest, and see if he will buy your client’s health insurance product.

In this series of stories I'll show you a method that I believe should be in every research team's field kit when it comes time to story-telling and bringing your findings back into the boardroom. Come see how you can craft your own empathy walk from your research findings, and help your audience really connect with the people whose stories you are trying to tell, and the problems you are trying to make visible.

Transcript

1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a D R a c Da 3 F a , 19 Ma c 2021 Ca ioned b : Hila Cadd
2. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 60 KIM CHATTERJEE: Hello, hank fo ha ing me. STEVE BATY: We a e ead fo o , hen o a e ead fo . KIM CHATTERJEE: I am ead a oon a I fig e o - go i . STEVE BATY: Wonde f l. O e o o . KIM CHATTERJEE: Thank fo joining me on hi alk. Fi of all I'd like o a ha I'm calling in f om B i bane hich i he ance al land and I ackno ledge he fi A alian a he adi ional c odian and ecogni e and a ecia e hei ongoing connec ion o Co n . Hi e e one, I'm Kim, and a co le of ea ago, I a able aken a o k ho b Da e G a on game o ming and ha ' hen I eali ed ha I am a me hod co ca o I'd like o ha e hi me age i h o . A co le of he alk al ead h o gh hi confe ence, hich i ama ing, I' e lea n o m ch, a e abo doing he be e ea ch o can b ha ha en hen o e en i . Thi me hod of an em a h alk i ome hing ha I'd lo e o ha e i h o o ee ho o can a l i if o o e la o e ea ch i h i . An em a h alk can be a lied o diffe en a o ell a o . I ' a facili a ed g o ac i i . The e' alking in ol ed and i ' done in iolence, b ho o a l i can be a l diffe en . So one a can be o ell o o n o among o he ee in a conc en a . I'll alk o h o gh ome o ie abo ha . The o he me hod hich a o e f l a o li e omeone' el e' , he e ona' o . So bo h of he e can be de igned and g ided and I ill ho o ho . The fi a i o be able o ha e o o n o . So hi i a
3. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 61 eflec ed a fo a g o o conc en l ha e and lea n of each o he ' e e ience . Wi h ha , o al o lea n abo i ilege and lne abili o hi , of co e, come i h a hando e ca e ca ion o e i beca e ica io a ma a I lea ned fi hand i ac all a hing. I'll ell o abo ho I e e ienced hi . S o n mbe one, I'm a de ign facili a o in a h ee eek mmi in Thailand and hi i going o be a h ee eek eall in en e e ion he e eo le a e going o de cend f om all o e he o ld, diffe en alk of life, mind e , ime in life and e e e going o g ide hem h o gh ome hing eall in en e fo hem, e eciall hen he ' e a a f om home. So e alked h o gh he a ic la ac i i ha o ld hel a facili a o , e a e o o o eam membe and eall b ild ha em a h fo hem, beca e ho e e e going o mee a eam membe , e e e onl going o ee he icebe g i , e didn' kno ho el e he e e going o be b inging i h hem. I'll ho o he me hod he e. Thi a effec i el a ca e of g ided ne e ha e I e e , le ' fli ha o make i I ha e e e . The facili a o o ld ead o c i e ia and e o ld be in c ed o ei he ake a e fo a d o back a d if i a lied o o a he e e e e. The c i e ia e e abo e e ience o e co ld ee ha e e one el e had gone h o gh, a o can ee o e ime he e a a lo g ided ace. E e one' o i ion ended e diffe en f om each o he and ome of he e e e eall in en ion e e ience and af e a d e had a good alk abo i . B ha age I had ome ea beca e I eali ed ome eo le had gone h o gh e e ience ha I had no ha e e ac all e a ma ic, be ca ef l abo ho o ick ha c i e ia. The o e i hi i eall good fo eam bonding, al o eall good fo d inking game , i o ld be g ea fo beca e e co ld a ici a e he ichne of he eo le e e e going o be c odian of in he ne
4. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 62 coming eek . So ha i h e' e hinking of a c i i e can hink abo h man being a he han o ' e o ied abo hi a ic la hing. And o ill ee ca e on Yo T be he e eo le a l hi o ho lne abili and i ilege. The e a e eall good ideo . If o ' e going o e ha in a o k ho , be ca ef l abo he c i e ia li ha o come i h, beca e o don' an eo le o feel bad abo he e he end in a line. The c i e ia doe ha e o be bina o he e' no mming and ahing. Yo need eno gh ace o e fo a d o o don' ha e eo le lining behind each o he and b m ing a he mo e. I ha o be done in ilen beca e o don' an eo le o ake a a f om he g a i of ha ' going O af e a d , o do need ime fo eflec ion and di c ion. I'm mo ing on o he ne kind of em a h alk hich fo me a a eall ich and diffe en a o ell a e on' o . In hi ca e I'll ho ha he a dience e e ienced and make he kind of choice , beca e a a f om ha ing he e ona info ma ion ha if o can make eo le be ha e ona fo a hile. S o n mbe 2, I'll ake o o Chicago. I came ac o hi o k ho being made b legal aid Chicago and he e e nning a o k ho on ho o alk in he hoe of a homele e on. I a in en el c io abo hi beca e I had no backg o nd o con e . I j had a lo of a m ion . I'll alk o h o gh he me hod. E e one ho a ended he o k ho a a ked o do he ac i i again in ilence. We no iced a ace ma ked o and e e e handed an en elo e hich had a de c i ion of a e ona hich e in an l became. The e ona a a 30 ome hing ingle mo he i h a child abo o lea e high chool, no name, e e e filling in e hnici , backg o nd, name, e didn' name he dog. In ide he en elo e a al o he objec i e , e e e going o ha e o kee a chool, in good heal h, a en he e e co ld affo d fo
5. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 63 ha mon h, and e had a ime f ame. We had o la fo nine mon h . In ide he en elo e e had g een li fo mone , ello li fo good ill, beca e a e lea ned o e of and a im ing li if o an o gi e he dog. We all a ed o a b idi ed en . Yo can ee f om he o i ion he e' diffe en ca ha a l fo each one, he ca i f ee, b o ' e li ing in he ca . The e a e con e ence fo each one. Yo co ld go I'm going o a i h f iend and famil if he need a i e b o e o good ill eall ickl . The hel e i an o ion b he e' an age limi o o olde child on' mee he c -off age and he on' ake a dog. U f on eo le a e al ead making deci ion i ho an j dgmen abo ha o do ho ld a c i i ac all occ . I immedia el a ed co n ing he bill and I ied o make hi e ol ion, ied o kee he dog fo he child en' ake. I kne I didn' ha e child en b hi became eal fo me in 30 min e . A facili a o o ld g ide h o gh diffe en i a ion and ac i i ie . We had o make deci ion . The 'd ing he bell hen i indica ed a la e in ime and a ha oin e had o a en hene e e e e. If e co ldn' e had o mo e o a lace e co ld affo d. I ho ed o a e commi ing o a deci ion. Yo can' chea o a h o gh diffe en cena io . I'll ho o ha ome of he ha d and fa deci ion ac all e e. So e had o a en he e e e e e a he change of ime and if e co ldn' affo d i e had o mo e o ome lace e co ld affo d. The e a al o a andom li of hing ha o ld be fa med o o diffe en eo le. Fo in ance life i a ion o ld occ b he b oke i o he didn' a l o e e one a he ame ime. Diffe en i a ion fo in ance o ld a l if o name a ed be een A and J, hi ha ened o o , did o ha e b eakfa hi mo ning, if o aid no, hi
6. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 64 ha ened o o . Peo le a ed o ge hi i h diffe en hing . Fo e am le, o elde child i an ac i i and go a e ed, a o m m ha o ld o do, of co e, e e one a fo king o he g een li and a ching he e o ce d indle. Yo o nge da gh e i ended fo beha io al i e , ha do o do, a fo da ca e, a k o neighbo o mind he , o do o lea e he na ended beca e o ha e o k o do. All of he e a e e ong iable deci ion b he e a e con e ence fo each one. Yo e o ce dimini h o child e ice can ge o if o ge ca gh . Ano he ca e can be an official anno ncemen ha ' made in I alian, o don' eak I alian, b o a o ee eo le eac and o mi o . Do o a fo a an la o o do no hing. In hi ca e I did no hing. O he eo le go mone o of i , b he a . So he facili a o g ided h o gh a n mbe of diffe en cena io and all of he c i e ia e e e bea if ll c af ed beca e he e e all legal i a ion . The eo le nning hi o k ho e e in legal aid. The o ided legal e ice , he co ld a i onl ome of he eo le in he oom a a ime. The e e ing o ho all of he e legal i a ion e e am an and no e e bod had acce o ha a ic la e ice. A he end of he nine mon h mo of he eo le in he oom e e in he ca . No h o gh an fa l of hei o n, no h o gh an hing he co ld ha e done diffe en l , b he choice o ld lead hem fo in ance o immedia el a ing i h f iend o famil , b he e' knock-on con e ence beca e o o e load o f iend and famil , beca e he ge kicked off hei b idi ed home. All of he e i a ion had effec , o e e ha e ona fo ha ime. Thi i no abo men al illne , i a n' abo backg o nd o ie . I a j o making deci ion a o elf i hin ho e e o ce . So a e can ell, a a co ca , I immedia el ied o decon c
7. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 65 i , ho co ld I e hi in ano he o nd. U f on i a a ong e ona, in hi ca e e e en' old he o , e e e old he o line of he e ona e had o be. The e a a clea mi ion and ime f ame. The e a no hing in he e ha aid o had o kee he dog. B o had o kee o kid in chool and ha o ld hel , emembe ha ' a io i , o don' ha e he o ion o ake he kid o . Yo al o had he oom e clea l di ided beca e o an ed ha mo emen o ha en. Yo an ed o make eo le eali e ha o he eo le e e mo ing and o o had o ha e e cl i e choice o make ha deci ion, b gi e e e one a common a ing oin . Then he c i e ia ha o be ba ed on ha o fo nd in o e ea ch. The e ona goe h o gh he e diffe en i a ion b he e' al o a andom elemen o i . E e one' mo ing in he ame block. And balancing each o he o , o al o ha e he e o ce ha o ha e a ailable o end and ade b al o he co e deci ion. So hi a bea if ll ma ed o beca e he e a ha en ion ha a b ilding all h o gho hi i a ion. Thi i he e e fel he e ona' e . I a all he diffe en e e ha co ld ha en o hem. A lo of i i financial. T o a he a ic la me hod befo e I ho o ho I a lied i in a a ic la ojec . Thi one' a eall good me hod fo hel ing he a dience in he oom nde and he mo i a ion ha o e ona i ac all going h o gh, mo e o han j hei e onali e o hing he migh a di oin , b he long- e m nego ia ion . Yo al o ge o e e ience con e o e ime and al o ee ho a od c o e ice doe o doe no fi beca e he eo le in he oom migh no kno ha a dience. Fo he me hod a o ill al ead ha e een f om he e io lide o had o c ea e h ical di c e e ace o ha eo le alk o ho e deci ion . Thi i a e o COVID f iendl me hod. I ha en'
8. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 66 fig ed o ho o do hi in a digi al fo ma . Yo c ea e he e ona ba ed on o e ea ch, o c ea e a f ame fo hem, e he ime f ame ha ' ea onable, beca e going fo oo long, i doe become e e i i e. Yo c ea e he deci ion i hin he life ha en b cke li beca e ha ha o eflec ha o e ona eall go h o gh. And hen fig e o he alloca ion of he e o ce ha he ha e and ho m ch he co of ac ion do ake, beca e e do an o ho ha kind of e . Thi migh no a l o all o e ea ch ojec b he e hi can be a licable I challenge o o hink abo ho o ell a o . I ha o be done in ilence beca e i hel kee eo le' a en ion on ha he o ld do and i doe n' di e f om he g a i of he i a ion. To a d he end he e ha o be ime fo di c ion and eflec ion, beca e a lo of eo le in he oom co ld no nde and ho he ended being homele in a ca . The had done all he igh hing . The la o I ha e i h o i ho I a lied hi i h he eam a I a o king a a e ea che in al Zambia. The heal h in ance com an ha commi ioned o do he o k an ed o fig e o ho he ' e od c co ld a l o mai e fa me . We had done he e ea ch, e e e ead o do he e en a ion, o e ona e e olid b e kne ha he eo le in he oom had ela i e o fa me . B he e en' fa me hem el e . The al a had he mind e of hei al c ome hich e e ala ied o ke ho had eg la mon hl income . We needed o b eak hem o of i . And e al o an ed hem o become cham of he eam e e e going o b ild he e od c in f e. M eam o e a bo le of ine and h ee ho of lanning one nigh go he eam - he akeholde o ag ee o doing he ie o k ac i i i h befo e e ac all e en ed o finding . Sa hi, I'm Rebecca in he field, e e bod and me and e' e going o n o in o a fo me . We had ma ed o he oom and. We fla hed he e ona
9. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 67 on he c een, I hink o 'll ha e acce o he e lide b e ned hem all in o a 40- ea -old man i h child en. The don' o n he land b he had a co le of e o ce he co ld ade, goa and ack of mai e. A a fa me he had o a mon hl e en e , he had o con ib e o he comm ni if he comm ni a k fo a i ance and he co ld ade in hei e o ce o ake hei kid o of chool. We an ed o ee ho eo le o ld e ond. We again e hem , e imila , ga e hem ha e ona. Wi hin he en elo e e al o ga e hem eno gh mone o la , ideall . Some oken fo g ain and li e ock he co ld e change and gi e hem a ime f ame o la n il ha e . We c ea ed he ace acco ding o he e e kne he bigge e en e e e going o be, kee ing chool fee a ide. E e bod a ed o a no ha ing igned fo go e nmen fa ming cheme and o e ime e ge hem o indica e he change. The had o a fo e en e . The co ld choo e o b heal h in ance and chool fee e e going o be d e a a diffe en oin b hen e al o hi hem i h life ha ha en . Neighbo ' mo he a e a a , do o con ib e o do o choo e no o a o mo e o he lace of hame. E e bod con ib ed. Yo co ld al o ha e eo le ha ing medical e en e , b if o ha e in ance o a no hing, if o don' ha e in ance, a hi amo n . O ime fo chool fee , hich child do o lo e mo e, a fo hem. Tha a m en hee ha o can ee, and o e ime o can ee no e e one bo gh heal h in ance b he e e affec ed b ho e hen he a good ca e fo hen he bo gh heal h in ance. O e ime e ee eo le ha a I o ldn' b hi ei he . Wha co ld e offe , a hich oin e ha ed i h hem hei finding . He e I ha e i h o o diffe en a o e an em a h alk. Plea e ha e a look a ho o migh be able o add he e a im ac in
10. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 68 he oom. If o find i ef l b hi me on email o LinkedIn if o an mo e de ail. I lo e elling eo le abo hi a ic la o . STEVE BATY: Tha ' onde f l. Thank o , Kim. KIM CHATTERJEE: Plea e. Thank fo ha ing me. STEVE BATY: Tha ' a eall ich ool and one ha eem ea onabl ea o in o ac ice. Like, he e a en' man h dle o i , i ' j he e a a ion and he lanning. Thank o e m ch. KIM CHATTERJEE: Plea e. Thank e e one. STEVE BATY: Coming ne e ha e Sahe ho ill be alking h o gh a ca e d f om al Cambodia. J ai ing fo hem o ign in. He e e go. SAHER ZAFAR: E e ea he heal h of child en in Cambodia i h ea ened, d e o he lack of good ani a ion and h giene, nde n i ion. No a hing hand i h oa , e o e o ha mf l faece in he en i onmen and d inking n afe con amina ed a e a e ome of he main ca e of life- h ea ening child di ea e . Ho can e mo i a e ca egi e o en e child en nde fi e ea old lea n good h giene habi ea l and g o heal h ? Hi e e one, can o ee me? Hi, I'm Sahe and I am f om Cambodia. Thank o o m ch fo joining me oda . I ho e o ' e been enjo ing all he ama ing eake o fa . I kno I ha e. So e , I am f om a com an called iDE, an in e na ional NGO, I o k fo he lab hich i hei h man cen ed de ign ni and change ni in Cambodia.