Indi Young is an empathy-based researcher and coach in the technology world. She helps organizations understand the people they support as humans, not just as “users.” She has helped over 100 clients change their frame of reference this way, allowing clarity in software product strategy, deep understanding of behavioral audience segments, and more relevant gap analysis. Her second book, Practical Empathy, was released in 2015. Mental Models was published in 2008. In 2001 she was a founder of Adaptive Path, the trailblazing San Francisco experience design agency.