Engage rather than Empathise
Empathy develops through active interaction.
Empathy remains fundamental to the framework. Understanding people, their experiences, motivations and challenges continues to be the starting point for meaningful innovation. However, Engage was chosen because empathy rarely develops in isolation. It emerges through active interaction. Engagement encourages people to listen, observe, ask questions, build relationships and immerse themselves in the contexts they are seeking to understand. While empathy remains a desired outcome, engagement highlights the actions required to achieve it.