Michele shares her journey in the software industry and how she got involved in product development. She states that customer interviews are not just something for product people and shares concrete ways how developers can get value from talking to their customers. She also shares a few tips on how to get involved with the customer research process and how to convince stakeholders of the value of the process (if necessary). Joy and Michele also discuss what the difference is between empathy, sympathy, and compassion. Empathy is understanding someone else’s context and perspective. Since empathy is not something that comes naturally to everyone, Michele shares some tips about how to learn to become empathetic and become a better listener.

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