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October 2015Empathy: The Fundamental Skill Of Our Times
WHAT DOES EMPATHY HAVE TO DO WITH BRANDS?
EVERYTHING
THERE’S A DRAMATIC TRANSFORMATION TAKING PLACE…
Transparency is a key yardstick
to evaluate people and institutions
Growing collective
mobilisation to different causes
Social inequality
Overconsumption is taking
a bad rap
Scarcity of resources
…AND BRANDS CAN’T ESCAPE THIS NEW REALITY
Easier access to information make
people more aware of what’s
going on
THERE’S A DRAMATIC TRANSFORMATION TAKING PLACE…
Transparency is a key yardstick
to evaluate people and institutions
Growing collective
mobilisation to different causes
Social inequality
Overconsumption is taking
a bad rap
Scarcity of resources
…AND BRANDS CAN’T ESCAPE THIS NEW REALITY
Easier access to information make
people more aware of what’s
going on
WITHIN THIS NEW ENVIRONMENT, A BRAND CAN’T HIDE AWAY FROM ASSUMING ITS ROLE IN THE SOCIETY AND WITH
ITS STAKEHOLDERS
AND TO DO THAT, IT NEEDS TO BE EMPHATETIC IN THE FIRST PLACE
Mr Burns, The Simpsons
A BRAND THAT DOESN’T REALLY CARE ABOUT PEOPLE, THAT DOESN’T TRY TO PUT ITSELF IN PEOPLE’S PLACE, DOES SO AT ITS OWN RISK. IT RISKS LOOKING MANIPULATIVE, INTERESTED ONLY IN THE SHORT TERM PROFIT AT ALL COSTS.
DOES THIS RING A BELL?
Jan/2015
THINK ABOUT CONSUMERS NOT AS SOMEONE WHO’S GOING TO BUY YOUR
PRODUCT, BUT AS SOMEONE WHO WISHES THAT THE WORLD IS A GOOD
PLACE TO LIVE IN. WHAT ARE YOU DOING TO SHOW HIM
THAT YOU CARE?”
PHILIP KOTLER (2014)
WHAT DOES IT MEAN TO BE ANEMPHATETIC BRAND?
EMPATHY IS NOT SYNONYMOUS WITH
SOCIAL RESPONSIBILITY, BUT TO PUT ITSELF IN THE
PLACE OF THE INDIVIDUAL TO CARE ABOUT THE WORLD IS A WAY TO CULTIVATE EMPATHY.
Volvo has built itself as a brand having safety as a platform. The brand could not ignore the fact that the same person who drives its cars, in other moments, could also be a pedestrian or a cyclist as well. They then developed an invisible paint that glows in the dark and helps to prevent accidents.
EMPATHY IS NOT SIMPLY ABOUT CARING ABOUT
MINORITIES. BUT TO THINK A MANNER TO PUT ITSELF IN OTHER PEOPLE’S SHOES IN
ORDER NOT TO OFFEND, HURT, OR SEGREGATE MINORITIES IS
ONE OF THE WAYS TO BE EMPHATETIC.
Google developed a design guide so that designers can apply basic principles of accessibility to people with daltonism, myopia and other types of visual and hearing impairment.
EMPATHY IS NOT SIMPLY ABOUT CARING ABOUT
MINORITIES. BUT TO THINK A MANNER TO PUT ITSELF IN OTHER PEOPLE’S SHOES IN
ORDER NOT TO OFFEND, HURT, OR SEGREGATE
MINORITIES IS ONE OF THE WAYS TO BE EMPHATETIC.
(1.5% of sales)
REDUCE WE make useful gear that lasts a long time
YOU don’t buy what you don’t need
REPAIR WE help you repair your Patagonia gear
YOU pledge to fix what's broken
REUSE WE help find a home for Patagonia gear
you no longer need YOU sell or pass it on*
RECYCLE WE will take back your Patagonia gear that
is worn out YOU pledge to keep your stuff out of the
landfill and incinerator
REIMAGINE TOGETHER we reimagine a world where we
take only what nature can replace
DON’T BUYTHIS JACKET
WE ARE WITNESSING THE BIRTH OF
THE CONSCIOUS CAPITALISM
Em 2012 a FCB Brasil desenvolveu um importante estudo sobre a
CONFIANÇA e TRANSPARÊNCIA.
2012FCB’S INTEREST FOREMPATHYIS NOT RECENT
IN 2012, FCB BRAZIL DEVELOPED AN IMPORTANT STUDY ABOUT TRUST AND
TRANSPARENCY
2012
We found out the importance of TRUST and TRANSPARENCY to create a true BOND between people and brands
Body language
naturalness
straight look
straight message
Knowledge
experience
historical
Instinct“gut
feeling” Knows how to listen
empathy
acceptance understan
d predict
Union sincerity
honesty
comfort
family
securityprotection
welcomed
believe share
clarity
selfconfidence
anxiety
innocence
cheated
risk
death
“peace of mind”
choices decisions
vulnerable
freedom fear
botheredintimidated
goalssuccess judged
sadness
shameremorse
anger
insecurity
don’t know what they want
miss understood
dependent
betrayal
change of mind
Attributes
EmotionsPsychosocial result
Functional result
Body language
naturalness
straight look
straight message
Knowledge
experience historical
Instinct “gut feeling”
Knows how to listen
acceptance reciprocity understan
d predict
Union sincerity
honesty
comfort
family
protection
welcomed
believe share
clarity
self confidence
anxiety
innocence
cheated
risk
death
“peace of mind”
choices decisions
vulnerable
fear
bothered intimidated
goals success judged
sadness
shameremorse
anger
insecurity
don’t know what they
want
miss understood
dependent
betrayal
change of mind
Attributes
Emotions
Psychosocial result
Functional result
EMPATHY
SECURITYFREEDOM
1
2 3
3 POSITIVE EMOTIONS ASSOCIATED WITH TRUST
NEXT TO SECURITY AND FREEDOM, EMPATHY WAS PLACED AS ONE OF THE MOST IMPORTANT DIMENSIONS OF TRUST
TODAY, 3 YEARS AFTER THE TRUSTPARENCY STUDY, EMPATHY HAS BECOME A HOT SUBJECT, AND THUS FCB INVITED CO.R
INNOVATION TO, TOGETHER, EXPLORE THIS TOPIC
2015
HOW MANY HERE WOULD ANSWER THIS QUESTION WITHOUT HESITATION?
WHAT IS EMPATHY AFTER ALL?
EMPATHY IS THE ART OF PUTTING YOURSELF IN OTHER
PEOPLE’S SHOES THROUGH IMAGINATION, UNDERSTAND
THEIR FEELINGS AND PERSPECTIVES, AND USE THAT UNDERSTAIND TO GUIDE YOUR
OWN ACTIONS"
SIMON BARON-COHEN, PH.D. IN PSYCHOLOGY AND PROFESSOR AT
CAMBRIDGE UNIVERSITY
Sympathy is superficial, it’s disconnected. Empathy is about understanding and ‘getting inside’ other people’s feelings.
compassion is about feeling piety and sadness for the other, even without fully understanding their feelings. it’s the desire to heal the pain at once and to stop the other FROM suffering.
Empathy is the capacity to understand the beliefs, experiences, and ideas of the other, by feeling sadness or happiness together with him or her.
SYMPATHY ANTIPATHY
EMPATHY APATHYx
x
IT’S DIFFERENT FROM COMPASSIONfrom the greek com-pati: (suffer together)
from the greek syn-pathos (feeling together)
IT’S DIFFERENT FROM SYMPATHY
PEOPLE USUALLY CREATE THEIR OWN NARRATIVE, BASED ON THEIR OWN EXPERIENCES AND VALUES, NOT NECESSARILY ON OTHER’S REAL FEELINGS
IN THEORY, EMPATHY IS ABOUT THE OTHER. BUT IN REALITY IT’S VERY HARD TO LEAVE OUR OWN SELVES.
POR ISSO A NOÇÃO
DO ‘EU' TAMBÉM É
FUNDAMENTAL PARA A
EMPATIA
O EU PRECISA ESTAR BEM RESOLVIDO PARA SE PODER ENTÃO SER EMPÁTICO VERDADEIRAMENTE PELO OUTRO: SENTIR COM A PESSOA A PARTIR DO QUE ELA SENTE.
I WAS INSIDE THE CARRIAGE AND SAW THE BLIND WOMAN
IN THE PLATFORM, ALONE, WITHOUT KNOWING WHERE
TO GO AND EVERYBODY PASSING BY. NOBODY HELPED
HER. I COULDN’T HELP BUT WONDER THAT SHE MUST’VE
BEEN OUTRAGED. I WAS OUTRAGED. HOW COULD
PEOPLE NOT HELP HER?
CO.R NA RUA
EMPATHY TAKES PLACE WHEN MY
STORY CONFOUNDS WITH YOUR STORY
GIVEN THE DIFFERENT DEFINITIONS AND SCHOOLS
OF THOUGHTS, WE DECIDED TO CREATE OUR OWN
DEFINITION OF EMPATHY:
EMPATIA É QUANDO A MINHA
HISTÓRIA SE CONFUNDE COM
A SUA HISTÓRIA
THIS IS THE FIRST STEP TO A TRUE CONNECTION.
FROM THE MOMENT YOU FEEL EMPATHY FOR THE OTHER
BOTH STORIES CHANGE
EMPATIA É QUANDO A MINHA
HISTÓRIA SE CONFUNDE COM
A SUA HISTÓRIA
ESTE É O PRIMEIRO PASSO PARA UMA CONEXÃO
VERDADEIRA.
A PARTIR DO MOMENTO EM QUE VOCÊ SENTE EMPATIA EMPATHY:
HOW RELEVANT IT IS NOWADAYS?
THERE’S A LOT OF TALK ABOUT EMPATHY NOWADAYS…
…BUT THIS DOESN’T NECESSARILY TRANSLATES TO THE REAL WORLD RIGHT AWAY
THERE’S A LOT OF TALK ABOUT EMPATHY NOWADAYS…
IF, ON ONE HAND, WE SEE INTOLERANCE EVERYWHERE…
…ON THE OTHER HAND, WE SEE DEMONSTRATIONS OF EMPATHY: WE’RE PAYING MORE ATTENTION TO DIFFERENCES AND RESPECTING AND LISTENING TO MINORITY GROUPS THAT WERE LONG IGNORED.
ON ONE SIDE, INDIVIDUALISM,
A RESULT OF AN IDEOLOGY THAT
FAVORS PERSONAL INTERESTS.
THERE ARE TWO OPPOSING FORCES AT PLAY
ON THE OTHER SIDE, A MOVEMENT THAT CELEBRATES EMPATHY, WHICH TRANSLATES ITSELF INTO THE SEARCH FOR MORE HUMAN AND CARING RELATIONSHIPS AND TRUE CONNECTIONS.
EMPATHY IS THE ANTIDOTE FOR THE BLIND INDIVIDUALISM THAT WE
INHERITED FROM THE PAST CENTURY”
ROMAN KRZNARIC AUTHOR
FOUNDER ‘MUSEUM OF EMPATHY'
EMPATHY:HOW DOES IT HAPPEN?
ALGUMAS DAS QUESTÕES QUE GUIARAM O ESTUDO
DO BRANDS IN BRAZIL TRIGGER
EMPATHY?
WHICH SEGMENTS OF THE
POPULATION FEEL MORE EMPATHY?
HOW DOES EMPATHY
HAPPEN? WHAT’S THE PROCESS?
DO BRAZILIANS FEEL EMPATHY?
TO WHICH DEGREE?
WHAT CAUSES PEOPLE TO
EFFECTIVELY TAKE ACTION?
METODOLOGIAS
QUALITATIVE
80 street interviews, exploring understanding about empathy.
4 in-depth interviews with experts: - Hilaine Yaccoub
(Anthropologist), - Tulio Custódio (Sociologist), - Claudia Niemeyer (App
Designer) - Eric Eustáquio (Coletivo Utopia)
QUANTITATIVE
1,292 online interviews representing the Brazilian adult population, ABC classes.
Conducted by Instituto Quantas (Karla Mendes), based on a consumer panel, from June 25th to July 7th 2015
ANALYSIS
10 Strategic Planners from FCB + CO.R: Pedro Cruz (FCB) Raphael Barreto (FCB) Nelson Kuniyoshi (FCB) Marilia Moreira (FCB) Renata Costa Pinto (FCB) Rita Almeida (CO.R) Mariana Loducca Kok (CO.R) Diego Dumont (CO.R) Maeda Camarcio Barbosa (CO.R) Ligia Paes de Barros (CO.R)
EMPATHY?WHAT IS
(OUT ON THE STREETS)
?????
So, what is empathy?
No one could answer with assertation what empathy was all about. Most people confounded empathy with sympathy.
You know, when you put yourself in
someone else’s shoes.
Oh yeah, there was that
occasion…
After we explained the concept of empathy, almost all people interviewed managed to recall some occasion in which they felt empathy.
I’m homosexual and I’m afraid about what my
future will be and that people won’t
like me.
It’s difficult for people to associate happy
situations with empathy
“It’s more common when you see somebody going
through some situation you don’t want for yourself"
USUALLY SOMEONE ELSE’S
PAIN TRIGGERS EMPATHY
‘VULNERABILITY' TRIGGERS EMPATHYThe person who puts herself in someone else’s shoes allows herself to feel the same pain, so she needs to show her own vulnerability as well.
“When I’m in a rush, it’s more difficult to feel empathy because it’s not really all the time that I want to feel down with everything I see"
EMPATHY IS STRONGER WHEN IT TRIGGERS A MEMORY
Especially if the situation is related to
something we commonly see on a
day to day basis.
The person remembers a past
experience and projects that memory
into the other.
“I’ve been through this, I know how
bad it is, so every time I see this, it
calls my attention”
THE PROCESS OF AWAKENING OF
EMPATHYTo be present creates a personal narrative
To look To actually see
(pay attention)
connection
thought
actiontriggers a feeling
be vulnerable
WHEN THE PERSON FEELS
BUT TAKES NO ACTION
EMPATHY
We don’t need to feel empathy to take action.
We can be moved to take action by some
moral or social code (when we give our seat
in the bus, for instance).
On the other hand, we could feel empathy and
take no action at all.
THE BARRIERS TO ACTION
BARRIERS TO ACTION: 1. DEGREE OF DIFFICULTY
BARRIERS TO ACTION 2. FEAR OF VIOLENCE
AND WHEN DO PEOPLE TAKE ACTION?
“To feel empathy doesn’t necessarily mean we will help someone in need, but it is usually a
crucial step towards a generous action" Greater Good in Action, Berkeley University
taking action
“When I saw that woman humiliating the other, I immediately recalled when I was going through the same situation and I couldn’t keep quiet"
“There’s something about putting yourself in someone else’s place and helping her out that makes me feel good. I know that when I do this I’m attracting good things to myself'
1. EXPERIENCE 3. “KARMA”2. SENSIBILITY“I can’t explain why, but old people trigger something in me… I need to do something about it. Perhaps it’s because they remind me of my grandpa, but it’s not only that. It gets on my nerves”
EMPATHYAND BRAZILIANS
EMPATIÔMETRO (EMPATHY-O-METER)
We created an index to measure empathy, the Empatiômetro.
Instead of asking ‘are you emphatetic’?, we evaluate how the Brazilian population reacts to the 28 different situations we had identified in the qualitative part of the study as the most common situations that trigger empathy.
AVERAGE EMPATHY =
EMPATHY LEVEL IN BRAZIL IS HIGH
(0-100 SCALE)69.5
EMPATHY IN BRAZIL IS ASYMMETRIC: THERE ARE MORE PEOPLE WITH ABOVE AVERAGE EMPATHY THAN BELOW AVERAGE
POPULATION empathy curve (0-100 SCALE)
69.5is the average of
the population
total base 1,292 online interviews
low empathy
46% have above average empathy27% have below average empathy
medium low
empathy
average empathy
high empathy
medium high
empathy
17%13%
no empathy
full empathy
3.8%0.4%
14%
28% 29%
ASSERTIVENNES OF RESPONSES ALLOWED US TO GROUP THE SITUATIONS IN 5 THEMES, FROM 'EXTREME VULNERABILITY' TO 'DAILY SITUATIONS'
HUNGER
PHYSICAL PAIN
PHYSICAL HANDICAP
MISERY
ABUSE
0 30 60 90 120
6
9
7
7
7
3
4
5
2
3
20
12
15
15
10
22
23
22
23
15
48515253
65
PUBLIC HUMILIATION
DISCRIMINATION
INJUSTICE
URBAN VIOLENCE
BULLYING AT WORK
0 30 60 90 120
6
7
5
7
7
3
6
5
5
4
23
21
21
19
18
24
23
25
19
21
434444
4949
GRAVE ILLNESS
death
depression
family estrangement
0 30 60 90 120
9
7
6
6
5
3
4
3
24
23
21
16
28
30
29
31
35
37
40
44
scarce natural resources
gargage littering
SOCIAL/ENVIRONMENT ACTIVISM
environmental problems
0 30 60 90 120
10
7
9
7
10
8
8
9
26
24
21
22
18
21
22
20
35
40
41
43
PROFESSIONAL SUCCESS
JOB LOSS
BALANCE IN LIFE
PARENTAL PROBLEMS
FINANCIAL PROBLEMS
RECONCILIATION
DAILY PROBLEMS
MARRIAGE PROBLEMS
SUFFERING FOR LOVE
GETTING MARRRIED 18
11
12
10
9
7
7
5
7
6
11
8
8
13
6
7
7
7
7
6
32
37
35
33
29
26
31
28
27
26
24
26
27
22
34
36
30
33
29
29
15
18
18
22
23
24
25
28
30
32
extreme vulnerability
moral violence
emotional suffering
environment
daily situations
I TRY TO HELP EVEN IF I’M NOT CLOSE TO THE PERSON
I TRY TO HELP ONLY IF I’M CLOSE TO THE PERSON
I PUT MYSELF IN HER PLACE AND LISTEN TO WHAT SHE HAS TO SAY
I PUT MYSELF IN HER PLACE, BUT DO NOTHING
I DON’T PUT MYSELF IN HER PLACE
POPULATION'S EMPATHY LEVELS ACCORDING TO DIFFERENT SITUATIONS (%)
The correlation between past experience and empathy is positive
and significant although low.
The fact that the correlation is low means that the past experience
does have an impact on empathy, however it’s not a determining
factor.
PAST EXPERIENCE CONTRIBUTES TO EMPATHY
- AMONG MEN
- LOW CLASS C2
- AMONG PEOPLE FROM THE NORTH/
CENTER-WEST/NORTHEAST
- WITH LESS LOVING CONNECTIONS:
NO KIDS, NO PETS, NO RELIGION
WHERE WE FIND LESS EMPATHY
WHERE THERE IS MORE EMPATHY
THE HIGH AND LOW ENDS OF EMPATHY: POPULATION SEGMENTS THAT ARE MORE AND LESS EMPHATETIC
- AMONG WOMEN
- HIGH CLASS AB
- AMONG PEOPLE FROM SOUTHEAST /
SOUTH
- PEOPLE WITH MORE LOVE CONNECTIONS:
HAVE KIDS, PETS, RELIGION
- AMONG THOSE WHO DECLARE THEMSELVES
CONTENT, ESPECIALLY WITH THEIR
PERSONAL LIVES
THE ENGAGEMENT AWAKENINGWHAT CAN BRANDS LEARN FROM THE EMPATHY TRIGGERING
PROCESS? HOW CAN THEY ENCOURAGE PEOPLE TO TAKE ACTION?
IF PAST EXPERIENCE, SENSITIVITY, AND
‘KARMA' ARE THE FACTORS THAT
INFLUENCE EMPATHY AND CALL PEOPLE TO
TAKE ACTION, HOW DOES IT WORK FOR
BRANDS?
HOW DOES A BRAND TRIGGER EMPATHY AND ENGAGEMENT
People Brands
1.
2.
3.
EXPERIENCE
SENSITIVITY
'KARMA'
MEMORY
CAUSE
PURPOSE
We feel more empathy towards people who share the same experiences. In the
case of brands, it’s a similar process.
Brands that share a positive memory with people and show that they also have a
history and humanity tend to trigger more empathy and engagement.
1.MEMORY
P&G, in sponsoring the London Olympic Games could have used the traditional sports themes (victory, strenght, speed). Instead it decided to tell the story of the relationship between athletes and their moms.
A brand recognizes a specific tension, embraces it as a cause and take
actions to improve it.
It’s not necessarily the brand's reason to be, but it engages actively to improve
the cause.
2.CausE
'O Boticário' showed its respect for
sexual diversity and its support
behind all kinds of love.
ALWAYS was recognised cos an important campaign that
promotes gender equality
What does it mean to do things #LikeAGirl?
3. purposeThe brand is conscious about its
place in society and assumes a role as an agent of social change.
Business and purpose are interdependent, one feeds the other
and vice versa.
The most common approach is the ‘Buy One Give One’ model, each
brand adapting to its business model.
EMPATIA É QUANDO A MINHA
HISTÓRIA SE CONFUNDE COM
A SUA HISTÓRIA
ESTE É O PRIMEIRO PASSO PARA UMA CONEXÃO
VERDADEIRA.
A PARTIR DO MOMENTO EM QUE VOCÊ SENTE EMPATIA
EMPATHY IN THE BANK,
CAR, AND BEER CATEGORIES IN
BRAZIL
BANKS AUTOMOBILES BEERS
WHICH BRAND PUTS ITSELF IN CONSUMER'S PLACE THE MOST, SEEKS TO UNDERSTAND
CONSUMERS?
0 10.7143 19.6429 26.7857 35.7143 42.8571 50 57.1429 64.2857 71.4286 78.5714 85.7143 92.8571 100
0.7 4.93 25 40 55 75
POPULATION’S EMPATHY IS HIGH BUT THE SAME CAN’T BE SAID ABOUT BRANDS
EMPATHY DISTRIBUTION
(0-100 SCALE) (%)
48% of the respondents don’t see any brand
performing in any of the 28 emphatic
situations
48%
zero empathy 7,9
69,5
BRA
ND
SPO
PULA
TIO
N
BRANDS' AVERAGE EMPATHY =
POPULATION'S AVERAGE EMPATHY =
0-100 SCALE
0-100 SCALE
MOST COMMON OPINION IS THAT NO BRAND TRIGGERS EMPHATHY.
WHICH BRAND PUTS ITSELF IN CONSUMER'S PLACE THE MOST, SEEKS TO UNDERSTAND CONSUMERS?
(PROBED AND ONLY ANSWER IN %)
26% THINK NONE OF THE BANK BRANDS triggers empathy
36% THINK NONE OF THE CAR BRANDS triggers empathy
45% THINK NONE OF THE BEER BRANDS triggers empathy
BANKS TRIGGER MORE EMPATHY THAN CARS AND BEERS
74% perceive at least one bank brand as triggering empathyMore favorable perception
is due to public banks, which finance mortages at
lower rates, and support people during difficult
moments (unemployment insurance, retirement
benefits, etc.)55%
perceive at least one beer brand as triggering empathy
64% perceive at least one car brand as triggering empathy
BRANDS AND EMPATHY IN BRAZIL
BRANDS TRIGGER EMPHATHY
ESPECIALLY IN THE DAILY
MATTERS OCCASIONS
CATEGORIES ASSOCIATED WITH
FUN DO NOT TRIGGER EMPATHY
‘BY DEFAULT'”
PERCEPTION OF EMPATHY VARIES ACCORDING TO THE CATEGORY
QUESTIONS TO CULTIVATE
EMPATHY IN BRANDS
5
Does your brand see the human being, not just the consumer? Does it place itself in their place? Not just to sell, but to help them tell their life stories?
5
Does your brand listen to people attentively and carries out a truthful dialog?
Does your brand embrace people’s vulnerabilities and show its own's?
Is your brand willing to make sacrifices in order to benefit the community?
Your brand’s purpose is linked to an important social need?
TO LEARN MORE ABOUT EMPATHY
rEFERENCES “Tootsie never was a comedy for me” Interview with Dustin Hoffman for the American Film Institute https://www.youtube.com/watch?v=xPAat-T1uhE
Empathy Museum http://www.empathymuseum.com/
“Empathy vs Simpathy" Brené Brown https://www.youtube.com/watch?v=1Evwgu369Jw
“The Empathetic Civilisation" Jeremy Rifkin https://www.youtube.com/watch?v=l7AWnfFRc7g
Roman Krznaric: "Empathy Why It Matters & How to Get It" | Talks At Google https://www.youtube.com/watch?v=lN4MRYIoCS0
Empathy: Why it matters and how to get it, by Roman Krznaric http://www.amazon.com/Empathy-Why-Matters-How-Get/dp/0399171398
Empatia no Medium: https://medium.com/@empatia
WITH THANKS
Obrigado. :)
Alice Alcântara Flavia Antoniolli Bruno Cantarim Stephanie Day André Ferros César Fuster Rafael Gonçales Cleo Hosokawa
Bianca Reame Bárbara Rolim Frederico Steinhoff Natália Sayão Juliano Teixeira Carol Valentim Livia Wu Fernanda Xavier
