Empathy in Design Scale: Development and Initial Insights

[en] 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.

Disciplines :

Social & behavioral sciences, psychology: Multidisciplinary, general & others

Author, co-author :

Drouet, Luce ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences (FHSE) > Department of Behavioural and Cognitive Sciences (DBCS)

Bongard, Kerstin ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences (FHSE) > Department of Behavioural and Cognitive Sciences (DBCS)

Koenig, Vincent ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences (FHSE) > Department of Behavioural and Cognitive Sciences (DBCS)

Lallemand, Carine ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences (FHSE) > Department of Behavioural and Cognitive Sciences (DBCS)

External co-authors :

Language :

English

Title :

Empathy in Design Scale: Development and Initial Insights

Publication date :

April 2022

Event name :

ACM CHI 2022 Conference on Human Factors in Computing Systems

Event date :

From 29-04-2022 to 05-05-2022

Audience :

International

Main work title :

Proceedings of the Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems

Peer reviewed :

Peer reviewed

Available on ORBilu :

since 10 March 2022

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125 (11 by Unilu)

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Scopus citations^®
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