All core values
People
Empathy
Understanding what it's like to be the other person before designing for them.
Behaviors
- Asks how a change will land for the team affected
- Listens for what isn't said
- Designs for the worst day, not the best
Anti-patterns
- Logic without care
- 'Tough love' that is mostly tough
- Empathy only for people like us
Reinforce it with
- Shadowing customers and teammates
- Inclusive design reviews
- Manager training on listening
Empathy is what keeps performance human.