26. 1. Will this action
make the user feel
something?
27. 2. Will this person care
about what I’m saying
or who I’m saving?
If not, will this make
them care?
28. 3. Is this action
giving the user
something they
really want?
29. 4. How does this action “see” the
user?
• Solicit their opinion
• Validate something that
they’ve done
• Refer to them personally
• Respond to something they
care about