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“Our current silver bullet is Lean. The Lean movement began in manufacturing, then took the startup world by storm, and now the methodology has crept into companies of all kinds and sizes, both in practice and in jargon. Plenty has been said and written praising the benefits of the Lean approach. But what is lost? Not nearly enough attention has been paid to this question.
Lean is a process, and so too is empathy-driven design. When process is a hammer, the risk is that everything becomes a nail. I support empathy as a process driver not because it’s a silver-bullet for bringing new products and services to market, but because it drives a longer, more sustained improvement in culture.”

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