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The Innovation GamesÂ® story begins in one of Lukeâs first managerial assignments at EDS, where he was asked to manage a team of engineers that showed zero empathy for their customers. To solve this problem, Luke had the engineers spend a few weeks âdoing the jobâ of the customers. By the time these engineers had gained some empathy for their internal customers, they were committed to creating a better system, and Luke had created the foundation to the game