Empathy is a basic quality that we all crave. So why is it so difficult to demonstrate ourselves?
By Justin Bariso
Originally published April 29, 2015
Getting designers to show consideration for those taking care of warranty problems proved difficult. Initially, the company attempted a process-based solution, designing 26 new KPIs (including a 'repairability' scorecard and incentive), along with variable compensation.
The result? In the end, the process had almost zero impact. So the company decided to try something different.
The next time around, design engineers were informed that in three years (once the car was launched on the market) they would move to the after sales network and take charge of the warranty budget. In essence, they would deal with any problems caused by their own design.
This inspired what I like to call 'self-empathy'--empathy for your future self. The designers were moved to invest extra effort now to promote easy repairability later, since they were the ones who would have to deal with negative consequences.
Although very different in concept, the goal of these two methods is the same: See things from another perspective.
The entire article is here.