SDL 08 Design for Empathy and Change

This document outlines Florian Vollmer's approach to Strategic Design and Leadership (SDL), which focuses on empathy and enabling sustainable change. SDL uses design research methods like interviews, observations and artifact collection to gain insights into users' thoughts, emotions, and behaviors. Personas are used to summarize findings and avoid stereotyping. The customer journey canvas maps physical and digital touchpoints across the pre-service, service, and post-service periods. This helps design brand experiences cohesively across different channels. The goal is to understand expectations and experiences at each stage of the customer journey to improve satisfaction.