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

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

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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

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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

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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

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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

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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

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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'

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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

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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

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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.

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

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

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

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

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