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Mind the Product

Product Management

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Why great product managers think like therapists

When your product is not THE product by Emily Tate at #mtpcon London 2025

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How and when to sunset features – Roni Ben Aharon (CPO, Craft.io, Booking.com, Wix)

Andres is a freelance writer and digital marketer with a background in engineering and a keen interest in the latest technology advancements. He currently helps tech companies and startups tell their stories by turning their complex ideas into easy to understand material. You can reach out to him on LinkedIn

Andres Phillips

<p>In this <a href="https://www.mindtheproduct.com/conferences/">MTP Engage Manchester</a> talk, <a href="https://twitter.com/madebysheppard">Jack Sheppard</a>, then Product Designer at 11FS gives us a lesson on empathy and its importance in the world of product. He shares some guidance on how empathy can make better product managers. His key points include:</p>
<ul>
<li>What empathy is</li>
<li>Where empathy comes from</li>
<li>The effect of modern life</li>
<li>How to be more empathetic</li>
</ul>
<p>Read on for a summary of Jack’s talk or watch the video to see his talk in full.</p>
<h2>What Empathy is</h2>
<p>When American President John F. Kennedy won the West Virginia election, it was because he could empathize with the miner workers of the state despite their very different backgrounds.<br />
Empathy is the ability to understand and share the feelings of another person. Empathy does not equal sympathy and is a part of who we are. It influences how we interact with the world around us.</p>
<h2>Where Empathy Comes From</h2>
<p>Empathy comes from neurons in the brain and is felt by observing someone experiencing something. Empathy isn’t a skill, but something that grows within us over time and with experience. Empathy provides a social benefit, not just a personal experience. It stems from our desire to be part of something good and connect with people around us.</p>
<h2>The Effect of Modern Life</h2>
<p>Jack illustrates for us how we seem to have closer relationships with our phones than the people in our lives. The high availability of digital products at our disposal serves a purpose but also comes at a cost. We begin to lose some of the daily experiences we once had. He also explains how social apps allow us to move on quickly without consequences. There is no longer an opportunity cost for not building a relationship with someone or finding a great song or tv show.</p>
<h2>How to be More Empathetic</h2>
<p>Product designers such as Jack are often seen as the ones who should be championing empathy in the product world. We must remember that designers don’t monopolize empathy and it needs to be part of the overall culture.<br />
The key takeaways from his talk are that we need different experiences and interactions with different people to grow as product people. Also, using empathy is beneficial to people everywhere.</p>

core/freeform

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The Importance of Empathy, By Jack Sheppard

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