Takeaways from Leonard (1997)

Sometimes, customers are so accustomed to current conditions that they don't think to ask for a new solution
Observers saw people combining beepers and cell phones not to answer calls but to screen them.
Empathic design techniques can't replace market research; rather, they contribute to the flow of ideas that need further testing.
Learning from observation: triggers of use, interactions with the user's life, User customization, intangible invisible product assets, unarticulated user needs
Step 1: Observation - Step 2: capturing data media types - Step 3: Reflection and analysis, Step 4: Brainstorming for Solutions, Step 5: Developing Prototypes of Possible solutions