Empathy is a practice. It’s not something you acquire by saying the word. If all of this sounds like a lot of work, that’s because it is. It’s hard to put the experiences and needs of others first especially when we’re stressed out, time constrained, and caught between trying to do what’s best for users and the move-fast, think-later reality of much of the tech world. Even the nicest people struggle to be friendly, generous and considerate all the time. But they keep trying, they course correct, they practice.
A lack of clarity can result in trying to solve a problem that doesn’t exist. It can result in a product that is useless. It can result in a strategy that is inadequate. It can result in employees with no sense of responsibility. Ultimately, it can lead to failure.