Event: An Introvert’s Guide to Customer Interactions | Harvard…
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Apr 08, 2024

An Introvert’s Guide to Customer Interactions


An Introvert’s Guide to Customer Interactions
An Introvert’s Guide to Customer Interactions

Learn strategies for connecting with others and overcoming social barriers in this workshop on empathetic interaction.

Talking to people, especially strangers, can be hard. Yet, empathizing with others through intentional interaction — such as observations, interviews, co-ideation, and prototype responses — provides essential information about your users and problem space. This workshop zooms in on strategies for overcoming barriers to interacting with others and provides options and playbooks for reducing social challenges.


Tessa Forshaw:

Tessa Forshaw is the co-founder of the Workforce Almanac and the Next Level Lab at Harvard University, a doctoral candidate at Harvard Kenneth C. Griffin Graduate School of Arts & Sciences, and a lecturer in design and innovation at Harvard’s Division of Continuing Education. Outside of her academic life, she is the head of design at the responsible design firm People Rocket. She has received multiple design awards: a Fast Company Design Award for General Excellence, Core77 Industrial Design Magazine Design Award, and the Australian American Chamber of Commerce Innovation Award. Previously, Tessa was a lecturer at the Stanford d.school and worked at IDEO CoLab and Accenture.

Richard Braden:

With a background as a software engineer, startup founder, and marketing VP, Richard Braden is now the CEO of Silicon Valley-based consulting firm People Rocket LLC. He also has a distinguished academic career, teaching a variety of classes in creativity, design thinking, innovation, and leadership. He has taught at the Stanford University Hasso Plattner Institute of Design and at the Graduate School of Business since 2009 as well as at the Harvard University Extension School since 2019. Additionally, Rich has contributed as a visiting instructor at London Business School and as visiting faculty at Aalto University in Helsinki and Singapore.


The Harvard Innovation Labs welcomes attendees of all abilities to our events, both in person and online.

Requests for American Sign Language interpreters and/or CART providers should be made at least two weeks in advance, if possible. Please note that the University will make every effort to secure services, but that services are subject to availability.

If you would like to request accommodations or have questions about physical access, please contact i-lab@harvard.edu in advance of the event.


Please note: By registering, you agree to receive emails about this event and future communications from the Harvard Innovation Labs.