If you were to notice a young woman leaving a restaurant because she saw the cook being careless, sloppy, and unclean, you could likely empathize with her experience. Noticing things that people see and hear can be especially helpful for understanding when one is developing an empathy map that describes a customer experience.

- What they perceive and do.

Explanation:

An empathy map is described as a collective tool that is used for obtaining a deeper awareness or insight to the customers and form an overview of their experiences that helps to understand the needs of the customers and design the products or services accordingly.

As per the question, the observation of things that how people view and hear could be really beneficial to understand that 'what they perceive and do' while developing an empathy map. This kind of evaluation or assessment of consumer's behavior, response, or reaction on a particular experience assists to understand their needs and requirements in order to synthesize them to frame the design.

onto a large boat, and mark the water level that the boat sinks to. then, take the elephant out and put a bunch of marked weights onto the boat until it reaches the same water level. add up the masses of the weights to get the weight of the elephant.

the answers are:

1. dolores driscoll - b. first person minor

dolores is a minor character who happens to be driving the bus at the time of the accident. she narrates picking up each of the children and her last memory is the children being thrown around the bus.

2. billy ansel - a. first person major

billy loses his twins in the accident. he tells his own story, how he witnessed the accident and how he tried to the rescuers. he is a major character, as he is at the center of the story.

3. mitchell stephens - c. first person observer

mitchell enters the story after the accident. he is a lawyer who learns about the accident based on other characters observations. though he tells the story from a first person perspective, he is just an observer.

as for matcthing the message or lesson posted with the person who said them:

1."obviously, you can't control everything, but you are obliged to take care of the few things you can. i'm an optimist basically who acts like a pessimist. on principle. just in case." - dolores driscoll

2. "i could no longer believe even in life. . for me now the only reality was death." - billy ansel