Abstract
Empathic design provides tools and frameworks supporting designers to understand users' experiences with products or services. However, how does one hand over this empathic understanding of users to other internal stakeholders shaping the service experience? In this contribution, we reflect on a three-year implementation of an empathy-centric design approach in an industrial context with a low user experience maturity from three different professional viewpoints: ours as UX researchers, the one of a company manager, and an expert researcher on empathy in design. These narrative introspective accounts unveil some of the main benefits, opportunities, and challenges of implementing an empathy-centric design approach in the industry. We discuss and confront them to prior work. We contribute to the field of empathic design with rich in-situ research insights and principles for a successful empathic approach.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 2nd Empathy-Centric Design Workshop, EmpathiCH 2023 - Collocated with ACM CHI Conference on Human Factors in Computing Systems |
| Pages | 10:1-10:9 |
| Number of pages | 9 |
| ISBN (Electronic) | 9798400707490 |
| DOIs | |
| Publication status | Published - 23 Apr 2023 |
Bibliographical note
DBLP License: DBLP's bibliographic metadata records provided through http://dblp.org/ are distributed under a Creative Commons CC0 1.0 Universal Public Domain Dedication. Although the bibliographic metadata records are provided consistent with CC0 1.0 Dedication, the content described by the metadata records is not. Content may be subject to copyright, rights of privacy, rights of publicity and other restrictions.Keywords
- Empathic design
- Empathic research methods
- Empathy-Centric Design
- Industry insights
- Introspection
- Service design