In the end, it proved to be an advantage for Mayer that empathy doesn’t come naturally to her. It forced her to be intentional about figuring out what users want and how they behave.
She came up with two clever methods of relating.
The first is that she would recreate the technological circumstances of her users in her own life. Mayer went without broadband for years in her home, refusing to install it until it was also installed in the majority of American homes. She carried an iPhone at Google, which makes Android phones, because so did most mobile Web users.
Mayer’s second method was to lean on data. She would track, survey, and measure every user interaction with Google products, and then use that data to design and re-design.
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