The well-known rabbit-duck illusion is a drawing where people can see a rabbit or a duck.
Some people see the rabbit immediately as what’s evident to them, while others see the opposite. We often experience this in life. Using customer feedback as an example, when people have issues with service and offer ambiguous feedback, the straightforward way is to take it at face value (people have something to say). The other way is to extend empathy and truly understand the desire beyond their words.
It takes learning to see them both. Until we learn to see them, it’s challenging to understand which one helps us better serve people.
