Using role-playing and recreating the position of stakeholders to understand deeper the point of view of others and discover hidden problems.
creating deep empathy and experiential touch of stakeholders' and customers' point of view instead of mere theoretical analysis.
Playing the role of complaining customers in a team meeting to identify the roots of service dissatisfaction.
Increasing team empathy, uncovering hidden dimensions of customer behavior, breaking organizational biases.
may be time-consuming and some staff may feel uncomfortable or resistant at first.
In the "role-playing" technique, people intentionally put themselves in the shoes of someone else (customer, end-user, front-line employee, or even competitor) to gain a new perspective on a situation.
This technique can be implemented both interactively and in groups in simulation sessions and through individual structured imagination. By being in the position of others, previous assumptions are questioned and the roots of tension that remain hidden in statistical reports are clearly revealed.
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