Using Empathy to provide better services
The key has always been a better understanding what the users are thinking, feeling, hearing and seeing that leads them to successfully interact with Tenix. We teamed up with the Tenix specialists to rapidly gather information and to specify the right user experience of the website. Among many other user experience techniques we used the empathy mapping to dig deep into the mindset of the users. We were able to shape the Tenix experience more human centered and the services more approachable.