When I signed up for an Executive Education course offered through Stanford’s Hasso Plattner Institute of Design, or the "d.school," I didn't really know much about design thinking--or how it was relevant to museums. In fact, I didn't know what I was getting into.
This post is adapted from internal trainings I led at SFMOMA and a paper authored for the Museums and the Web conference. The power of doing empathy work with real visitors had a major impact on the internal SFMOMA team. The mere act of moving from abstracted discussions about “the public” to interactions with real, live museum visitors was incredibly powerful.