Development of the Empathy in Design Scale: Measuring Employees' Empathy Toward Users in Service Design

empathic design; empathy; measurement tool; method; scale development; service design; Empathic designs; Empathy; Factor structure; Measurement tools; Method; Personal experience; Perspective taking; Scale development; Service employees; Services designs; Software; Human-Computer Interaction; Library and Information Sciences

Abstract :

[en] To design user-centered services, it is essential to build empathy toward users. It is hence strategic to trigger empathy for users among professionals concerned with shaping service user experiences. There is, however, a lack of quantitative tools to measure empathy in design. Through two studies, we report on the development and validation of the Empathy in Design Scale (EMPA-D). The tool aims to measure service employees' empathy toward users. Grounded in theories from psychology and design, we first generated and tested a pool of items through expert inspection and cognitive interviews. In Study 1, we administered 16 items to 406 full-time service employees from various industries, including employees in customer-facing positions. In Study 2, we iterated on additional items and administered a revised scale to 305 service employees. The selected model consists of 11 items and has a three-factor structure (Emotional interest/Perspective-taking, Personal experience and Self-awareness), which showed an adequate model fit and good internal consistency. Evidence of convergent validity was provided by moderate correlations of the EMPA-D scale with empathy measures in psychology (SITES, Empathy Quotient, Interpersonal Reactivity Index), whereas discriminant validity was demonstrated by low correlations with the narcissism measure Narcissistic Personal Inventory. We outline how this self-reported empathy measure can support organizations in enhancing their services and discuss potential limitations of quantitatively measuring empathy in service teams. Research Highlights: We present the development and validation of the Empathy in Design Scale (EMPA-D), a self-report measure of employees' empathy toward users of a service. We report on two validation studies and document the psychometric properties of the scale. The selected model consists of 11 items and a three-factor structure (Emotional interest/Perspective-taking, Personal experience and Self-awareness). The resulting EMPA-D scale contributes to filling the gap in metrics to assess empathy in the service design context. In industry, measuring employees' empathy support the selection of appropriate empathic interventions to foster the service user-centeredness.

Disciplines :

Computer science

Author, co-author :

DROUET, Luce ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences > Department of Behavioural and Cognitive Sciences > Team Carine LALLEMAND

BONGARD-BLANCHY, Kerstin ; University of Luxembourg > Faculty of Humanities, Education and Social Sciences > Department of Behavioural and Cognitive Sciences > Team Vincent KOENIG

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

External co-authors :

yes

Language :

English

Title :

Development of the Empathy in Design Scale: Measuring Employees' Empathy Toward Users in Service Design

Publication date :

September 2024

Journal title :

Interacting with Computers

ISSN :

0953-5438

eISSN :

1873-7951

Publisher :

Oxford University Press

Volume :

Issue :

Pages :

313 - 334

Peer reviewed :

Peer Reviewed verified by ORBi

Focus Area :

Computational Sciences

Additional URL :

https://academic.oup.com/iwc/article-pdf/36/5/313/58823325/iwae019.pdf

Funders :

Luxembourgish Railway—CFL

Funding text :

This study is supported by the Luxembourgish Railway-CFL, as part of a research project whose objective is to increase company stakeholders- empathy toward passengers. The funding source has no involvement in the study design; in the collection, analysis and interpretation of data; in the writing of the report; and in the decision to submit the article for publication. We would like to thank the HCI research team at the University of Luxembourg, and particularly Sophie Doublet, Verena Distler and Margault Sacr\u00E9, who contributed to the scale validity analyses. We also thank Vincent Koenig, who contributed to the funding acquisition and initial supervision of the dissertation project related to this work, as well as Sophie Lacour, Tom Nickels and the Luxembourgish Railway Company CFL for supporting this project.

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