Identify the Tools: The Product Manager Stops the Drop-Off

A case from a service product manager. Handed the problem of heavy drop-off during sign-up, he put himself in the shoes of his own mother—who isn't comfortable with smartphones—imagining how she'd feel at each step if she faced this screen, and followed the sign-up flow from the very start. Then, when he redrew the sign-up procedure document—which had been laid out in text—as a screen-by-screen flowchart, a segment that made users enter the same information twice stood out at a glance.

Choose the most accurate combination of thinking tools this product manager used. (13 tools: Observing, Imaging, Abstracting, Recognizing Patterns, Forming Patterns, Analogizing, Body Thinking, Empathizing, Dimensional Thinking, Modeling, Playing, Transforming, Synthesizing)