Cities often create solutions to solve a problem they have with providing a service to citizens without any thought or consideration to the end user, the citizen. This internal focus creates services that work for cities but not for citizens.
Empathy is key to citizen centered design and a muscle that must be exercised if cities want to develop city services that are responsive to their citizens needs. Mayor Andy Berke has proposed the creation of an Empathy school, which puts city and community leaders in the shoes of everyday citizens as they seek to attempt to access the same services and use the same systems. Through this understanding, city departments will be able to improve how their services meet the needs of the citizens they serve.