[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 :
Sciences sociales & comportementales, psychologie: Multidisciplinaire, généralités & autres
Auteur, co-auteur :
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)
Co-auteurs externes :
no
Langue du document :
Anglais
Titre :
Empathy in Design Scale: Development and Initial Insights
Date de publication/diffusion :
avril 2022
Nom de la manifestation :
ACM CHI 2022 Conference on Human Factors in Computing Systems
Date de la manifestation :
From 29-04-2022 to 05-05-2022
Manifestation à portée :
International
Titre de l'ouvrage principal :
Proceedings of the Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems
Simon Baron-Cohen. 2004. The essential diference: male and female brains and the truth about autism. Basic Books, New York.
Howard Becker. 1931. Some forms of sympathy: A phenomenological analysis. J. Abnorm. Soc. Psychol. 26, 1 (1931), 58-68. DOI:https://doi.org/10.1037/h0072609
Francis Buttle. 1996. SERVQUAL: review, critique, research agenda. Eur. J. Mark. 30, (January 1996), 8-32. DOI:https://doi.org/10.1108/03090569610105762
Miguel Castillo-Díaz and José-Luis Padilla. 2013. How Cognitive Interviewing can Provide Validity Evidence of the Response Processes to Scale Items. Soc. Indic. Res. 114, 3 (2013), 963-975. DOI:https://doi.org/10.1007/s11205-012-0184-8
Alvaro M. Chang-Arana, Matias Piispanen, Tommi Himberg, Antti Surma-Aho, Jussi Alho, Mikko Sams, and Katja Hölttä-Otto. 2020. Empathic accuracy in design: Exploring design outcomes through empathic performance and physiology. Des. Sci. 6, (2020), e16. DOI:https://doi.org/10.1017/dsj.2020.14
Benjamin M.P. Cuf, Sarah J. Brown, Laura Taylor, and Douglas J. Howat. 2016. Empathy: A Review of the Concept. Emot. Rev. 8, 2 (April 2016), 144-153. DOI:https://doi.org/10.1177/1754073914558466
Jonathan Dalton and Trent Kahute. 2016. Why Empathy and Customer Closeness is Crucial for Design Thinking. Des. Manag. Rev. 27, 2 (June 2016), 20-27. DOI:https://doi.org/10.1111/drev.12004
Mark H. Davis. 1980. A Multidimensional Approach to Individual Diferences in Empathy. JSAS Cat. Sel. Doc. Psychol. 10 (1980), 85.
Alice Devecchi and Luca Guerrini. 2017. Empathy and Design. A new perspective. Des. J. 20, sup1 (July 2017), S4357-S4364. DOI:https://doi.org/10.1080/14606925. 2017.1352932
Robert F. DeVellis. 2003. Scale Development: Theory and Applications. SAGE.
Yumei Dong, Hua Dong, and Shu Yuan. 2018. Empathy in Design: A Historical and Cross-Disciplinary Perspective. In Advances in Neuroergonomics and Cognitive Engineering (Advances in Intelligent Systems and Computing), Springer International Publishing, Cham, 295-304. DOI:https://doi.org/10.1007/978-3-31960642-2-28
Jennifer Edson Escalas and Barbara B. Stern. 2003. Sympathy and Empathy: Emotional Responses to Advertising Dramas. J. Consum. Res. 29, 4 (2003), 566-578. DOI:https://doi.org/10.1086/346251
Joanne M Hemmerdinger, Samuel DR Stoddart, and Richard J Lilford. 2007. A systematic reviewof tests of empathy in medicine. BMC Med. Educ. 7, 1 (December 2007), 24. DOI:https://doi.org/10.1186/1472-6920-7-24
Justin L. Hess and Nicholas D. Fila. 2016. The manifestation of empathy within design: fndings from a service-learning course. CoDesign 12, 1-2 (April 2016), 93-111. DOI:https://doi.org/10.1080/15710882.2015.1135243
Sara D. Hodges and Robert Biswas-Diener. 2007. Balancing the empathy expense account: strategies for regulating empathic response. In Empathy in Mental Illness, Tom F. D. Farrow and Peter W. R. Woodruf (eds.). Cambridge University Press, Cambridge, 389-407. DOI:https://doi.org/10.1017/CBO9780511543753.022
Robert Hogan. 1969. Development of an empathy scale. J. Consult. Clin. Psychol.33, 3 (1969), 307-316. DOI:https://doi.org/10.1037/h0027580
Todd B. Kashdan, David J. Disabato, Fallon R. Goodman, and Patrick E. McKnight. 2020. The Five-Dimensional Curiosity Scale Revised (5DCR): Briefer subscales while separating overt and covert social curiosity. Personal. Individ. Difer. 157, (April 2020), 109836. DOI:https://doi.org/10.1016/j.paid.2020.109836
Todd B. Kashdan, Melissa C. Stiksma, David J. Disabato, Patrick E. McKnight, John Bekier, Joel Kaji, and Rachel Lazarus. 2018. The fve-dimensional curiosity scale: Capturing the bandwidth of curiosity and identifying four unique subgroups of curious people. J. Res. Personal. 73, (April 2018), 130-149. DOI:https://doi.org/10.1016/j.jrp.2017.11.011
Westley Knight. 2019. Building Empathy. UX Dev. (2019), 83-101. DOI:https://doi.org/10.1007/978-1-4842-4227-8-7
Ilpo Koskinen, Tuuli Mattelmäki, and Katja Battarbee. 2003. Empathic Design User Experience in Product Design.
Merlijn Kouprie and Froukje Sleeswijk Visser. 2009. A framework for empathy in design: stepping into and out of the user's life. J. Eng. Des. 20, 5 (October 2009), 437-448. DOI:https://doi.org/10.1080/09544820902875033
Ivar Krumpal. 2013. Determinants of social desirability bias in sensitive surveys: A literature review. Qual. Quant. 47, 4 (June 2013), 2025-2047. DOI:https://doi.org/10.1007/s11135-011-9640-9
Carine Lallemand, Jessie Lauret, and Luce Drouet. 2022. Physical Journey Maps: Staging Users' Experiences to Increase Stakeholders' Empathy towards Users. In Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems (CHI EA '22). Association for Computing Machinery, New York, NY, USA, 1-8. DOI:https://doi.org/10.1145/3491101.3519630
Dorothy Leonard and Jefrey F. Rayport. 1997. Spark innovation through empathic Design. In Harvard Business Review. WORLD SCIENTIFIC, 102-113. DOI:https://doi.org/10.1142/7638
Jie Li, Antti Surma-Aho, and Katja Hölttä-Otto. 2021. Measuring Designers' Empathic Understanding of Users by a Quick Empathic Accuracy (QEA). American Society of Mechanical Engineers Digital Collection. DOI:https://doi.org/10.1115/DETC2021-69407
Cynthia A. Lietz, Karen E. Gerdes, Fei Sun, Jennifer Mullins Geiger, M. Alex Wagaman, and Elizabeth A. Segal. 2011. The Empathy Assessment Index (EAI): A Confrmatory Factor Analysis of a Multidimensional Model of Empathy. J. Soc. Soc. Work Res. 2, 2 (January 2011), 104-124. DOI:https://doi.org/10.5243/jsswr.2011.6
Ariel Liu, Victoria Schwanda Sosik, and Khadine Singh. 2018. Building Empathy: Scaling User Research for Organizational Impact. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems, ACM, New York, NY, USA, 1-7. DOI:https://doi.org/10.1145/3170427.3174352
Helmut Lukesch. 2005. FEPAA -Fragebogen zur Erfassung von Empathie, Prosozialität, Aggressionsbereitschaft und aggressivem Verhalten. Hogrefe Verlag. Retrieved January 9, 2022 from https://www.testzentrale.de/shop/fragebogenzur-erfassung-von-empathie-prosozialitaet-Aggressionsbereitschaft-und-Aggressivem-verhalten.html
Heidi L. Maibom. 2017. The Routledge Handbook of Philosophy of Empathy(1st ed.). Routledge, New York: Routledge, 2017. |. DOI:https://doi.org/10.4324/9781315282015
Chris McGinley and Hua Dong. 2011. Designing with Information and Empathy: Delivering Human Information to Designers. Des. J. 14, 2 (June 2011), 187-206. DOI:https://doi.org/10.2752/175630611X12984592780005
A Parsu Parasuraman, Valarie Zeithaml, and Leonard Berry. 1988. SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality. J. Retail. (January 1988).
Franz Petermann, Martin H. Schmidt, and Martina Suing. 2012. Kompetenzanalyseverfahren (KANN). Hogrefe Verlag. Retrieved January 9, 2022 from https://dorsch.hogrefe.com/stichwort/kompetenzanalyseverfahren-kann
Helma van Rijn, Froukje Sleeswijk Visser, Pieter Jan Stappers, and AsliDeniz Özakar. 2011. Achieving empathy with users: The efects of diferent sources of information. CoDesign 7, 2 (June 2011), 65-77. DOI:https://doi.org/10.1080/15710882.2011.609889
Carl Ransom Rogers. 1959. A Theory of Therapy, Personality, and Interpersonal Relationships: As Developed in the Client-centered Framework. McGraw-Hill.
Wina Smeenk, Janienke Sturm, and Berry Eggen. 2018. Empathic handover: how would you feel? Handing over dementia experiences and feelings in empathic co-design. CoDesign 14, 4 (October 2018), 259-274. DOI:https://doi.org/10.1080/15710882.2017.1301960
Wina Smeenk, Janienke Sturm, and Berry Eggen. 2019. A Comparison of Existing Frameworks Leading to an Empathic Formation Compass for Co-design. 13, 3 (2019), 16.
Wina Smeenk, Janienke Sturm, Jaques Terken, and Berry Eggen. 2019. A systematic validation of the Empathic Handover approach guided by fve factors that foster empathy in design. CoDesign 15, 4 (October 2019), 308-328. DOI:https://doi.org/10.1080/15710882.2018.1484490
Paul E. Spector. 1992. Summated rating scale construction: An introduction (Nachdr. ed.). Sage, Newbury Park, Calif.
Christina Stadler, Wilhelm Janke, and Klaus Schmeck. 2004. IVE -Inven-Tar zur Erfassung von Impulsivität, Risikoverhalten und Empathie bei 9-bis 14-jährigen Kindern -. Hogrefe Verlag. Retrieved January 9, 2022 from https://www.testzentrale.de/shop/inventar-zur-erfassung-von-impulsivitaet-risikoverhalten-und-empathie-bei-9-bis-14-jaehrigen-kindern.html
Edith Stein. 1917. Zum Problem der Einfühlung. Waisenhaus, Halle a.S.
Antti Surma-Aho and Katja Hölttä-Otto. 2022. Conceptualization and operationalization of empathy in design research. Des. Stud. 78, (January 2022), 101075. DOI:https://doi.org/10.1016/j.destud.2021.101075
Arnold P.O.S. Vermeeren, Efe Lai-Chong Law, Virpi Roto, Marianna Obrist, Jettie Hoonhout, and Kaisa Väänänen-Vainio-Mattila. 2010. User experience evaluation methods: current state and development needs. Proceedings of the 6th Nordic Conference on Human-Computer Interaction: Extending Boundaries : NordiCHI '10. DOI:10.1145/1868914.1868973
Froukje Sleeswijk Visser and Merlijn Kouprie. 2008. Stimulating empathy in ideation workshops. In Proceedings of the Tenth Anniversary Conference on Partic-ipatory Design 2008 (PDC '08), Indiana University, USA, 174-177.
Peter Wright and John McCarthy. 2008. Empathy and experience in HCI. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI '08), Association for Computing Machinery, New York, NY, USA, 637-646. DOI:https://doi.org/10.1145/1357054.1357156
