Empathy is a hot conversation topic these days but much as we try, we’re not quite using our empathy muscles to their fullest extent when solving design problems for real people. Indi Young, author of Mental Models and Practical Empathy talks about how our assumptions can lead us astray. Buy Practical Empathy: http://rosenfeldmedia.com/books/practical-empathy/ Buy Mental Models: http://rosenfeldmedia.com/books/mental-models/ Follow @indiyoung Follow @rosenfeldmedia