“In trying to teach my students and junior employees how to manifest this quality of compassion in their work, I haven’t had an authoritative reference to point them at. How to set up a usability lab, how to produce impressive deliverables, how to categorize and prioritize options: volumes have been written on each of these more concrete facets of the work. But historically I’ve found that the proper mindset is much harder to convey than the toolset, and regarding this question the gurus are largely mute.” (Adam Greenfield – v-2)