Empathic Instructional Design
Maish Nichani,
Elearningpost,
Feb 19, 2002
Though it has some bumps and appears at first glance to be a little estoteric, this is a good article stressing the need to learn what people actually need to know before designing training for them. Quoting Dorothy Leonard and Jeffrey Rayport's "Spark Innovation Through Empathic Design" the article observes that, "At its foundation is observation—watching consumers use products or services... in the course of normal, everyday routines."
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