ALA’s Indi Young writes about stepping out of your problem-solver shoes and into the actual shoes of your problem-facer.
Thinking from the potential customer’s perspective is a Zen-like exercise. It requires you to drop your problem-solving role completely, and spend time, at least two hours, or maybe two weeks engrossed in the world of this person. Stop thinking of them as a user of the thing you provide. Think about how and why they accomplish what they want to get done, not how or why they might use your stuff.
While there are lots of posts I’ve read throughout the years that champion designing with empathy, Young is able to do it with some great examples.