Listeners will learn from Indi as we talk about listening sessions, what they are, how to do them, why they matter and how to get the most out of them.

Let me know what you think of the micro-course format and if I should do more of them.

Cheers,
Dawan — Your Design Thinking 101 Podcast Host

Listen to learn:

• What listening sessions are and why they matter
• How to structure a good listening session
• Getting the most out of listening sessions
• The two questions that are always asked during a listening session
• Do’s and Don’ts of listening sessions

Our Guest

Indi Young is a researcher who coaches, writes, and teaches about inclusive product strategy. Her work is rooted in the problem space where the focus is on people, not users. Indi pioneered opportunity, maps, mental model diagrams, and thinking styles. She was one of the founders of Adaptive Path, the pioneering user experience agency. Her way of approaching the problem allows teams to truly pay attention to people without letting cognitive bias and assumptions creep in. She has written two books, Practical Empathy, and Mental Models, and is working on a third, Assumptions Aside, which will cover thinking styles. Indi builds knowledge and community via a series of online advanced courses about design research and the importance of pushing the boundaries of your perspective.

Show Highlights

Here are the diagrams and listening session transcripts we discuss in the episode.

[ftp_timestamp time=”02:54″ newline=”false”][02:54][/ftp_timestamp] Listening is different from interviewing.
[ftp_timestamp time=”03:22″ newline=”false”][03:22][/ftp_timestamp] Listening is qualitative research.
[ftp_timestamp time=”04:35″ newline=”false”][04:35][/ftp_timestamp] Indi describes the knowledge creation / data collection template she uses.
[ftp_timestamp time=”05:05″ newline=”false”][05:05][/ftp_timestamp] Problem spaces and solution spaces.
[ftp_timestamp time=”06:57″ newline=”false”][06:57][/ftp_timestamp] In the solution space, much of the research is either generative or evaluative.
[ftp_timestamp time=”08:07″ newline=”false”][08:07][/ftp_timestamp] In the problem space, the research is neither generative nor evaluative.
[ftp_timestamp time=”08:54″ newline=”false”][08:54][/ftp_timestamp] The problem space is interested in the person and how they achieve their purpose.
[ftp_timestamp time=”09:19″ newline=”false”][09:19][/ftp_timestamp] A listening session asks the person what they were thinking as they were achieving their purpose.
[ftp_timestamp time=”11:25″ newline=”false”][11:25][/ftp_timestamp] Organizations are often only concerned with solution spaces; problem spaces tend to get ignored.
[ftp_timestamp time=”12:03″ newline=”false”][12:03][/ftp_timestamp] Why study problem spaces?
[ftp_timestamp time=”12:56″ newline=”false”][12:56][/ftp_timestamp] One solution does not fit all – there is no such thing as an “average user.”
[ftp_timestamp time=”13:50″ newline=”false”][13:50][/ftp_timestamp] Thinking styles vs. personas, and designing for archetypes.
[ftp_timestamp time=”15:03″ newline=”false”][15:03][/ftp_timestamp] An example from work Indi did for the University of Buffalo.
[ftp_timestamp time=”15:33″ newline=”false”][15:33][/ftp_timestamp] The benefits of using thinking styles over personas.
[ftp_timestamp time=”16:25″ newline=”false”][16:25][/ftp_timestamp] The bias problem in research.
[ftp_timestamp time=”17:10″ newline=”false”][17:10][/ftp_timestamp] Listening sessions must be framed by a purpose, and must have depth.
[ftp_timestamp time=”17:39″ newline=”false”][17:39][/ftp_timestamp] Surface vs. depth.
[ftp_timestamp time=”18:59″ newline=”false”][18:59][/ftp_timestamp] Depth is how we develop cognitive empathy with people.
[ftp_timestamp time=”19:34″ newline=”false”][19:34][/ftp_timestamp] The good stuff in a listening session is the inner thinking, the emotional reactions.
[ftp_timestamp time=”21:13″ newline=”false”][21:13][/ftp_timestamp] Indi describes the Mental Model Diagram.
[ftp_timestamp time=”23:27″ newline=”false”][23:27][/ftp_timestamp] Listening sessions start with a germinal question.
[ftp_timestamp time=”24:28″ newline=”false”][24:28][/ftp_timestamp] Listening sessions are audio-only.
[ftp_timestamp time=”26:49″ newline=”false”][26:49][/ftp_timestamp] The challenges that can come up in listening sessions.
[ftp_timestamp time=”28:47″ newline=”false”][28:47][/ftp_timestamp] The structure of a listening session.
[ftp_timestamp time=”30:27″ newline=”false”][30:27][/ftp_timestamp] Indi shares snippets of some listening sessions as examples of how to begin a listening session.
[ftp_timestamp time=”34:37″ newline=”false”][34:37][/ftp_timestamp] How Indi works with the results of a listening session.
[ftp_timestamp time=”35:14″ newline=”false”][35:14][/ftp_timestamp] Techniques used during listening sessions.
[ftp_timestamp time=”36:13″ newline=”false”][36:13][/ftp_timestamp] Listening session examples demonstrating techniques Listeners can use to build trust and rapport with the Speaker.
[ftp_timestamp time=”38:05″ newline=”false”][38:05][/ftp_timestamp] The importance of silence.
[ftp_timestamp time=”41:29″ newline=”false”][41:29][/ftp_timestamp] Listening session examples demonstrating how to encourage Speakers to open up and share their inner thoughts and emotions.
[ftp_timestamp time=”45:38″ newline=”false”][45:38][/ftp_timestamp] Indi talks about micro-reflections and shares some examples from listening sessions.
[ftp_timestamp time=”49:57″ newline=”false”][49:57][/ftp_timestamp] Why Indi likes the word “because.”
[ftp_timestamp time=”50:43″ newline=”false”][50:43][/ftp_timestamp] Listening session examples where the Listeners used time and place to help the Speakers dig deeper.
[ftp_timestamp time=”51:44″ newline=”false”][51:44][/ftp_timestamp] – Note from Indi: “I forgot to explain that the grocery store example was because the Speaker got flustered and forgot her restaurant experiences. The Listener took her back to the grocery store she had mentioned so that the Speaker could be in familiar territory and relax. After that she remembered some more of her restaurant experiences.”
[ftp_timestamp time=”55:34″ newline=”false”][55:34][/ftp_timestamp] Indi talks about ways to simply encourage Speakers to continue talking.
[ftp_timestamp time=”57:12″ newline=”false”][57:12][/ftp_timestamp] Things not to do during listening sessions.
[ftp_timestamp time=”57:18″ newline=”false”][57:18][/ftp_timestamp] Avoid asking leading questions.
[ftp_timestamp time=”58:37″ newline=”false”][58:37][/ftp_timestamp] Avoid asking surface level questions.
[ftp_timestamp time=”1:01:08″ newline=”false”][1:01:08][/ftp_timestamp] Avoid conjecture.
[ftp_timestamp time=”1:01:51″ newline=”false”][1:01:51][/ftp_timestamp] Examples of conjecture from Indi’s listening sessions.
[ftp_timestamp time=”1:08:32″ newline=”false”][1:08:32][/ftp_timestamp] Avoiding complex reflection.
[ftp_timestamp time=”1:10:33″ newline=”false”][1:10:33][/ftp_timestamp] Indi talks about normal things that can occur during listening sessions.
[ftp_timestamp time=”1:12:13″ newline=”false”][1:12:13][/ftp_timestamp] Discovering your own verbal habits when reviewing your listening sessions.
[ftp_timestamp time=”1:13:35″ newline=”false”][1:13:35][/ftp_timestamp] Winding down listening sessions, and some examples of that from Indi.
[ftp_timestamp time=”1:13:53″ newline=”false”][1:13:53][/ftp_timestamp] The one closing question you should always ask.
[ftp_timestamp time=”1:16:40″ newline=”false”][1:16:40][/ftp_timestamp] Indi offers advice to those wanting to improve their listening skills and perhaps try using listening sessions.
[ftp_timestamp time=”1:19:44″ newline=”false”][1:19:44][/ftp_timestamp] Indi talks about some of the courses she offers.

Links

Indi on Twitter
Indi on LinkedIn
Indi on Medium
Indi’s website and course listings
99% Invisible podcast episode: On Average
Book Recommendation: Listening Well: The Art of Empathic Understanding, by William Miller
Be sure to check out the links from Indi’s other DT 101 Podcast episode, linked below!

Design Thinking 101 Episodes You Might Like

Problem Spaces, Understanding How People Think, and Practical Empathy with Indi Young — DT101 E6

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