Empathy in UX Design

Learn about the importance of empathy toward customers, explore ways to build empathy skills, and learn about becoming an advocate to create a culture of empathy.

Introduction

• Empathy and user experience

1. Empathy and UX

• What is empathy?
• How empathy relates to UX

2. Building Personal Empathy

• Where is your starting point?
• Empathy in life
• Empathy for customers/users
• Empathy through research and interaction
• Empathy for colleagues
• Dealing with the pain of empathy
• Going deeper: UX for good

3. Empathy in UX Research

• Choosing methods to tell a story
• Involve stakeholders in research
• In-person vs. remote research
• Example: Experiencing empathy in research sessions
• Managing emotional research
• Empathy through flexibility
• Going deeper: Empathy for career success

4. Designing and Delivering Empathy

• Storytelling with research findings
• Designing with empathy
• Example: Personas
• Example: Customer journey maps

Conclusion

• Use your empathy for good