In this episode, we explore the difference between moments and modes with Justin Kirby and how they intersect with design, marketing, innovation, sustainability and technology. Tune in to discover how modes can trigger greater customer empathy and understanding about your jobs to be done. You’ll also hear how this leads to greater self-awareness for customers, companies, and company culture- and how that can create more impact for your bottom line.

 

Key takeaways

• For people who design for moments, thinking in terms of modes can be a powerful paradigm shift
• Modes fit into the design thinking tradition because they build empathy
• Companies can support customer purpose through modes
• Empowering employees to identify their optimal work modes, can improve cross-functional empathy and effectiveness