Designing a product or service by considering the feelings of the users is called empathic design.
Empathic design, has three characteristics that distinguish it from other qualitative methods-
1. The design is based on actual observed customer behavior;
2. It is usually conducted through direct interaction between those who have deep understanding of the firm's technological capabilities and potential users;
3. It draws upon existing technological capabilities that can be somewhat redirected or imaginatively deployed in the service of new products or markets. (Excerpts from Wellsprings of knowledge, Dorothy Leonard).
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