References of "Drouet, Luce 50038820"
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See detailPhysical Journey Maps: Staging Users’ Experiences to Increase Stakeholders’ Empathy towards Users
Lallemand, Carine UL; Lauret, Jessie; Drouet, Luce UL

in Proceedings of the Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems (2022, April)

Customer Journey Mapping is a widespread service design tool that synthesizes and communicates user research insights to stakeholders. In its common form, a journey map is a synthetic (typically non ... [more ▼]

Customer Journey Mapping is a widespread service design tool that synthesizes and communicates user research insights to stakeholders. In its common form, a journey map is a synthetic (typically non-interactive) visualization of the key steps of the users’ experience with a service or product. By decomposing the elements of a journey map and staging them under the form of a physical and interactive installation, we intend to leverage the power of journey mapping to break silos and prompt employees within an organization to discover end-users journeys in a compelling and empathic way. This aims to support the user-centered maturity of the organization by developing employees’ curiosity and empathy towards users. We illustrate this approach through a case study on railway passengers’ experiences. We explore the value of richer transfers of user research insights through physical journey maps and discuss design processes and mediums enabling journey maps to come to life. [less ▲]

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See detailEmpathy in Design Scale: Development and Initial Insights
Drouet, Luce UL; Bongard, Kerstin UL; Koenig, Vincent UL et al

in Proceedings of the Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems (2022, April)

Empathy towards users is crucial to the design of user-centered technologies and services. Previous research focused on defining empathy and its role in the design process for triggering empathy for end ... [more ▼]

Empathy towards users is crucial to the design of user-centered technologies and services. Previous research focused on defining empathy and its role in the design process for triggering empathy for end-users. However, there is a lack of empathy measurement instruments in design. Most previous work focused on designers, overlooking the need for other stakeholders to develop empathy towards the users to break organizational silos and deliver high-quality user-centered services and products. In this contribution, we share the preliminary stages of the development of an empathy scale for service design. We build on empathy literature from psychology and design to define 18 items representing four empathy dimensions. We report on the definition of these dimensions and their underlying items, and present preliminary studies in which we reviewed the first version of the scale with experts and stakeholders. [less ▲]

Detailed reference viewed: 111 (10 UL)