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Empathy

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UX and Evangelism: Undoing What’s Undoing UX

  • Behavioral Science, Customer Experience, Design, Empathy, Neuroscience, Usability, UX Education, UX Magazine

UX/CX aren’t what other people think them to be. Learn the truth about UX Evangelism and how the reliance on an approach to workshops, design thinking and empathy might stop you from being a true customer-centered UX/CX professional.

Article by Debbie Levitt
IDEAS IN BRIEF
UX and Evangelism: Undoing What’s Undoing UX
  • This article presents two key pieces of advice on how to undo what’s undoing us:
    • Stop relying on an approach to workshops.
    • Look at old and current projects.
  • How do we raise CX and UX maturity?
    • Shift away from making UX look easy.
    • Talk about money and time.
  • How to start undoing what’s undoing us:
    • Stop doing Aspirology workshops
    • Promote different versions of design sprints
    • Get rid of design thinking
  • Great design decisions are all about the knowledge designers can generate through proper research and the actions that we choose to take based on that research.
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21 min read
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A case study: Uncover the user’s world with systems thinking

  • Behavioral Science, Customer Experience, Empathy, Usability, UX Education, UX Magazine

The power of secondary research series, II. Secondary research reveals the world in which our current or future users live. Without having a clear view on this system one can end up solving the wrong problems.

Article by Xenia Avezov
IDEAS IN BRIEF
A case study: Uncover the user’s world with systems thinking
  • Systems thinking can help scope a secondary research for both scale and depth using a health-tech case study.
  • If UX people don’t have a clear view in this system, they might end up with a shallow understanding of user challenges that can lead us to solving the wrong problems.
  • Xenia Avezov, User researcher & Insight Leader, gives a few examples of applying systems thinking to the case study:
    • System 1: The health care system
    • System 2: The patient’s system biology
  • It’s essential to be able to find the right product goal that depends not only on your knowledge of patients’ attitudes and behaviors but also on a clear view of the worlds that affect your users.
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6 min read
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AI is getting better and better — at being biased.

  • Artificial Intelligence, Behavioral Science, Defining AI, Design, Design Theory, Empathy, Usability, UX Education, UX Magazine

Historically, the values of gender-caste-based minority have been systematically excluded from even being tallied, resulting in gender-biased or gender-invisible prior statistics.

Article by Paula Stenholm
IDEAS IN BRIEF
AI is getting better and better — at being biased.
  • The values of gender-caste-based minority have been systematically excluded from even being tallied, resulting in gender-biased or gender-invisible prior statistics.
  • Data scientists have said that there are two main ways that AI perpetuates gender bias: one is caused by Algorithmic and design flaws and the other is the reinforcement of gender stereotypes through new digital products that project a technological gender.
  • Paula Stenholm, a user experience designer at Ellos Group, gives a lot of reasons why datasets are skewed:
    • Real world patterns of health inequality and discrimination
    • Discriminatory data
    • Application injustices
    • Biased AI design and deployment practices
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7 min read
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Stop Bastardizing Design with False Empathy

  • Design, Design Theory, Emotion, Empathy, Psychology and Human Behavior

Empathy Building Ain’t Easy If You Do It Right

Article by Ovetta Sampson
IDEAS IN BRIEF
Stop Bastardizing Design with False Empathy
  • For empathy to be a successful part of design, it can’t just be an external reflection, it must be an internal activity that leads to transformative action.
  • Ovetta Sampson, principal design director at Microsoft, suggests considering 3 levels of empathy:
    1. Cognitive/intellectual empathy – talking to people, writing down what they said and sharing photos and quotes to communicate what they heard.
    2. Emotional empathy – when you feel what people feel, as though their emotions were contagious.
    3. Compassion empathy or empathetic concern – something we should thrive for when building empathy.
  • In order to build empathy in design, you need to decouple your experiences and your mental models associated with those experiences, from the product user.
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16 min read

The Empathy Equation– Can Digital People deliver empathy at scale?

  • Conversational Design, Defining AI, Empathy

Empathetic interactions? Or volume and scale? AI, in the form of bots and empathetic digital people, can deliver both.

Article by Kath Balackham
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5 min read
Empathy Equation

Working with assumptions

  • Behavioral Science, Business UX Leaders, Emotion, Empathy

We should never work on assumptions but we definitely should work with assumptions.

Article by David Dikman
IDEAS IN BRIEF
Working with assumptions
  • Although decisions in UX design shouldn’t be based on assumptions, it’s important to use generalizations to prioritize effectively.
  • An example of a useful tool based on assumptions is poker planning – a technique aimed at estimating work and avoiding anchoring to one guess.
Discussing and working with assumptions can benefit the whole team, help to set realistic expectations and mitigate the risks for further work. Read the full article to learn about how to deal with assumptions in UX design.
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