“Companies prosper when they tap into a power that every one of us already has – the ability to reach outside of ourselves and connect with other people, to walk in someone else’s shoes.” That’s Dev Patnaik, author of Wired to Care , speaking. He believes empathy is key to innovation. And everyone from marketing to R&D benefits from a better understanding of their customers and end users.
We agree. Empathy plays an important role in Herman Miller research, design, and development of new products, particularly in healthcare. We gain empathy by engaging with nurses and other caregivers in multiple ways. Facility tours, focus groups, gaming sessions, and job shadowing help us develop insight into the work of caregivers, to really understand what they do, what their work day is like. We then do our best to share those experiences with product development teams through reports, hallway conversations, and workshops.
We believe products like Compass express the empathy we have with caregivers, patients, families, and administrators.