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PART II

The second piece of the puzzle is developing empathy and understanding.

Empathy

Over the course of many years helping teams build products, I’ve met a lot of what could politely be called “business-oriented” product managers. There is nothing wrong with being business-oriented. After all, this model started with identifying a business need. I care about building products that are good for companies.

The trick is that you can’t just care about the business. You need to care about the humans who are the customers of your business as well. More than that, you need to understand them.

You can’t reach your own business goals without understanding the people that those goals represent. This section will help you understand your users and their needs so that you can build a product that’s better for them.