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strategy | human centered design | innovation

USER EMPATHY: WALKING A MILE IN A PHYSICAL THERAPY PATIENT'S SHOES

using customer journey mapping to develop empathy and an understanding of users' choices throughout their experiences

identifying essential factors that determine the importance of third-party reviews to a user's decision

developing behavioral modes that changed depending on contextual factors

focusing on the "urgent" behavioral mode's journey

following the "urgent" behavioral mode's thoughts and feelings throughout their journey

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