In order to be as accurate as possible, we have to address our assumptions by learning, observing, and practising design research.

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It is essential to observe people and their behaviour to find something meaningful for our work.

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EMPATHY: the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another individual.

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After having updated the problem statement within the organisation, it is the time to identify all the people, institutions and organisations that are in the current scenario. We are going to call them all USERS.

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Use the following template to first state who the users are and then look into their daily activities and how they operate. Move to the next section and define what they struggle to do and point out their needs.

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Finally, formulate a new statement for each user, including what is the struggle that is preventing them from fulfilling their needs.

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