The levels of empathy or insights we can get from interacting with users.
The reality is that as you move up the levels, it takes more much time, energy, training, determination and experience to reach the next level of empathy when interacting and interviewing with End-Users. On the flip side, the higher the level of empathy, the more core the insight. If you want to be a great Design Thinker, you want to be moving upwards in the hierarchy, to get those more deep-seated, core insights and drivers.
Via Len Netti