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Using Empathy-Centric Design in Industry: Reflections from the UX Researcher, the Client, and the Method Expert
Drouet, Luce; Sleeswijk Visser, Froukje; Lallemand, Carine
2023In EMPATHICH '23: Proceedings of the 2nd Empathy-Centric Design Workshop
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Keywords :
Empathic design; Service design; Empathy-Centric Design; Introspection; Industry insights
Abstract :
[en] 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.
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)
Sleeswijk Visser, Froukje
Lallemand, Carine  ;  University of Luxembourg > Faculty of Humanities, Education and Social Sciences (FHSE) > Department of Behavioural and Cognitive Sciences (DBCS)
External co-authors :
yes
Language :
English
Title :
Using Empathy-Centric Design in Industry: Reflections from the UX Researcher, the Client, and the Method Expert
Publication date :
May 2023
Event name :
EMPATHICH '23
Event date :
22-04-2023
Audience :
International
Main work title :
EMPATHICH '23: Proceedings of the 2nd Empathy-Centric Design Workshop
ISBN/EAN :
979-8-4007-0749-0
Peer reviewed :
Peer reviewed
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since 02 June 2023

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