A strategic approach to removing biases and embracing empathy

Presented by:Darryl Grier

Content Optimization Strategist @ NerdWallet

About MeI am Darryl Grier You can find me on Twitter @Darryl_G

What Happened?

The Approach

My Process

Understand Biases

Question Assumptions

Counter Biases with Empathy

Understand Your Biases

Source

Availability HeuristicA mental shortcut that relies on immediate examples that come to a given person's mind when evaluating a specific topic, concept, method or decision.

Empathy GapPeople underestimate the influences of visceral drives on their own attitudes, preferences, and behaviors.

Attentional BiasThe tendency for people's perception to be affected by their recurring thoughts at the time.

Halo EffectA person making an initial assessment of something will assume ambiguous information based upon concrete information.

Appeal to PossibilityThe logical fallacy of taking something for granted because it would probably be the case (or might possibly be the case).

Egocentric BiasThe tendency to rely too heavily on one's own perspective and/or have a higher opinion of oneself than reality.

Cherry PickingThe act of pointing to individual cases or data that seem to confirm a particular position while ignoring a significant portion of related cases or data that may contradict that position.

Escalation of CommitmentA behavior pattern in which an individual facing increasingly negative outcomes from some decision nevertheless continues the same behavior rather than alter course.

Question Your Assumptions

The Struggle

“Bank Account”

Counter Your Biases with Empathy

Observe and Listen to People

Be Curious Focus on Feelings Accept the Truth

Interviews

Usability Testing

Empathy Mapping

Online Communities

Engage with Extremes

Customer Support/Sales

The Outcome

Understanding People Leads to Better Solutions

Source

Thanks!!Any questions?

You can find me on Twitter @Darryl_G