Based on the limited information, one idea comes into mind. Put your employees in the shoes of your customers. Let them act it out. Maybe letting your customers pack for them. Maybe ask your customers then what kind of emotions they would like to evoke in the packers then, based on their own preferences. This could allow them to disconnect themselves from being the object for design, becoming the subject of it instead - as it will be impossible for them to tell you what they want otherwise. Debrief them whilst (preferably) or after about their intentions and why. Besides that - observation is the key (record it). This is all in the realm of user centered and participatory design - lots of activities to be inspired by - by studying this concept.
Idea
We want to train our employees in empathy so that they can increase their performance when packing goods for our customers. We want them to be able to envision how the customer "encounters" the package. How can we involve our customers in this training?
Idea added Oct 13th, 2008 at 13:10 by Jesper Høilund | This idea is public
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