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Massachusetts Board of Library Commissioners Resource Guide Collection

Design Thinking: Ideation & Prototyping

for Small Libraries Create Smart Spaces

It's all about empathy

"The key to making things understandable is to understand what it's like to not understand."
- Richard Saul Wurman (architect, author, and designer)

"[Apply empathy] not in the 'how can I figure out what motivates these people so I can get them to do what I want' way, but more in the 'understand the position they find themselves in' way."
- Steve Krug, Don't Make Me Think