“Deep empathy for people makes our observations powerful sources of inspiration.”
~ Kelley & Kelley
My perspective highlights how both readings prioritize understanding users and real-world observation as essential tools for designing meaningful experiences.
Empathy is the true starting point of the design process, not technology, tools, or even ideas. As Tom and David Kelley emphasize in Creative Confidence (2013), deeply understanding the people you’re designing for is what leads to meaningful, lasting innovation. Rather than relying on assumptions, effective designers build insights by observing how people behave, adapt, and solve problems in their everyday lives. This people-first mindset makes empathy more than just a soft skill; it becomes the foundation for purposeful and human-centered design.
In Designing Interactions, Bill Moggridge highlights the value of studying user behavior within real-life contexts to inform better design decisions. Instead of depending on abstract theories or secondhand interpretations, he encourages designers to engage directly with users and immerse themselves in the environments where products are actually used. This approach reveals unspoken needs, usability challenges, and opportunities for improvement that often go unnoticed in controlled or artificial settings. By closely observing how people interact with their surroundings, designers gain deeper insights that lead to more intuitive and human-centered solutions.
Together, these perspectives underscore the central role of empathy and observation in creating designs that resonate on a human level. When designers take the time to understand motivations, frustrations, and behaviors, the resulting solutions are more intuitive and emotionally impactful. Observation becomes the tool that bridges the gap between what people say they want and what they actually need, enabling more thoughtful, effective outcomes.
This approach also parallels the work of a REALTOR®, where success hinges on reading subtle cues and truly understanding clients’ needs. Observing how individuals react to spaces, what features matter to them, and how they envision their lives unfolding in a home mirrors the designer’s role in user research. Just as designers iterate based on user feedback, real estate professionals adjust based on client reactions. In both fields, empathy and curiosity drive meaningful connections and successful outcomes.
References:
Kelley, T., & Kelley, D. (2013). Creative confidence: Unleashing the creative potential within us all. Currency.
Moggridge, B. (2007). Designing interactions. MIT Press. (Chapter 10, “People,” pp. 641–681)
