Empathy, empathy, empathy, it's the heart of innovation. Apparently. The problem with empathy is that innovators don't truly empathise, instead, they pick and choose feedback that meets their own preferences rather than the broader picture that better reflects the needs of the user. Indi Young...

There are many creative agencies but only one of those agencies is called IDEO, the granddaddy of them all, which traces its history back to 1978, the year after Star Wars was released. IDEO became a named entity in 1991, since which time they've popularised the idea of human-centred design, a...