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Deploy Empathy: The Comic!

Deploy Empathy
Deploy Empathy
I have something different and utterly delightful to share with you this week: comics inspired by the How to Talk So People Will Talk section of the book!
Ana Bibikova, writer of the Aspiring Founder 101 newsletter, was inspired to sketch them as she read the book, and gave me permission to share them here.
Note: Revue does not currently support alt text, so text descriptions follow at the bottom.

Image Descriptions
Stick figure drawings depicting conversations between an interviewer and interviewee in 12 sets of two. For each set, the first image is the negative example, and second is the positive.
Customer Interviews #1: Use Gentle Voice. Person 1, shouting: “What have you done, moron?!” (thumbs down)
#1 continued: Person 1 behind a laptop: “Would you mind telling me more? How did you come to this decision?” (thumbs up)
Customer Interviews #2: Validate them. Person 2: “First we tried to solve it with a bunch of Excel sheets…” Person 1: holding phone hears “blah blah blah” (thumbs down)
#2 continued: mom and child baking together. Child: “Really, mom, we tried to solve it with a bunch of Excel sheets”… Mom: “Yes, it makes perfect sense”  (thumbs up)
Customer Interviews #3: Leave Pauses. Person 2, being interviewed and thinking: “I don’t even have time to think! They are firing questions like crazy” (thumbs down)
#3 continued: Person 2, being interviewed and thinking: “This is my thoughtful face. Yes, I need a minute to ponder stuff. Don’t you?” (thumbs up)
Customer Interviews #4: Summarise. Person 1 behind a computer: “I don’t want to repeat what you’ve just said” (thumbs down)
#4 continued: Person 1 behind a computer: “Let me just summarize what you’ve said” (thumbs up)
Customer Interviews #5: Don’t Interrupt. Person 1: “OK, tell me more about this experience…Wait no stop right here… You’re providing too many details” (thumbs down)
#5 continued: Person 1: “OK, tell me more about this experience”… Person 2: “Fine. Let me begin with this story…” (thumbs up)
Customer Interviews #6: Use Simple Wording. Person 1: “Please comment on your daily differentiation strategy. What objectivation-abstractions do you recognise?”… Person 2: “Huh… I’d say… Well… Can you repeat the question?” (thumbs down)
#6 continued: Person 1 behind a laptop: “What daily tasks do you have? How are they different?”… Person 2: “Ah, thanks for asking! First, I have to call my supervisor…” (thumbs up)
Customer Interviews #7: Ask for Clarification. Person 2 responds to an interview question: “I use the parsing method to extract this data”… Person 1 thinking: “What does he mean, I wonder? But I don’t want to look like an idiot. I’d better not ask!” (thumbs down)
#7 continued: Person 1 leading group interview: “Do we have it correctly? You use parsing, meaning, you split into components”… Person 2: “When I say “parsing” I actually mean “passing”… Just wanted to look smart” (thumbs up)
Customer Interviews #8: Don’t Explain. Person 2 participating in a prototype test: “I’m confused, why do I see this?”… Person 1: “What an idiot, that’s because you hit the wrong button!” (thumbs down)
#8 continued: Person 2: “I’m confused, why do I see this?”… Person 1 behind a laptop: “Why don’t you tell me what you expected to see here?” (thumbs up)
Customer Interviews #9: Build On What They Say. Person 2 wearing a cowboy hat: “So, as I said, I’m not a cowboy.  I’m an astronaut.”… Person 1 hiding under desk: “O sh*t man, you’re nuts! Who was that idiot who recruited you?” (thumbs down)
#9 continued: Person 2 wearing a cowboy hat: “So, as I said, I’m not a cowboy.  I’m an astronaut.”… Person 1 behind a laptop: “Would you mind telling me how it feels to be an astronaut?” (thumbs up)
Customer Interviews #10: Let Them Be An Expert. Person 2: “Last time I cooked pizza in my washing machine”… Person 1: “That’s crazy! Who cooks pizza in the washing machine?!” (thumbs down)
#10 continued: Person 2: “Last time I cooked pizza in my washing machine”… Person1 behind a laptop: “Would you mind telling me, how exactly did you do it that time?” (thumbs up)
Customer Interviews #11: Use Their Pronunciation. Person 2: “I like using GROOGLE to do the search”… Person 1 behind a laptop: “What? You wanted to say GOOGLE?” (thumbs down)
#11 continued: Person 2: “I like using GROOGLE to do the search”… Person 1 behind a laptop: “When was the last time you did the search in Groogle?” (thumbs up)
Customer Interviews #12: Ask About Current Behavior. Person 2: “I’m so tired of it! This is a real pain in the ass!”… Person 1 celebrating: “Love it! Will you pay me $50/month to solve your problem?” (thumbs down)
#11 continued: Person 2: “I’m so tired of it! This is a real pain in the ass!”… Person 1: “How often do you encounter this problem? What solutions have you already tried?” (thumbs up)
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Deploy Empathy
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