CAISO Scheduling Coordinator Curriculum

In This Chapter:

• Background on CAISO

• The process with an empathy map and a persona

• The results

This project occurred just as we began exploring the process and benefits of design thinking. At that point, our focus was on validating whether empathy maps and personas were worth the time they took at the beginning of a project. As you can probably guess, this was one of the projects that encouraged us to dig deeper into design thinking and what it could do to transform the design process.


The California Independent System Operator (CAISO) is a nonprofit public benefit corporation that manages ...

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