Sam needed fresh air in his lungs and the weight of a fish on his rod, and I had the ability to give him one of those things. So I did. The solution was simple, but the need was harder to find.
Testing means letting people experience the thing you’ve made, by using it or going through it, while you observe and then ask them about their experience.
Empathy has come a long way since its inception, both the company and the word itself.