“Why do I tell this story? Mostly because it’s an example of a problem that found a solution, rather than the other way around. But also because it illustrates why people require solutions in the first place: because they are in crisis.”
Amy Chess, The User Experience of….Fixing Things
She brings up a good point here about empathy: that it’s the critical tool in the UX researcher or designer’s toolkit because she is not faced with the same motivation-generating crisis that the person on the other end of the problem is.