Designing with Empathy [Beyond Tellerrand 2013]

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Every decision we make affects the way real people experience our products. We’ve all heard the rallying cry for user-centered design, but even those of us who ascribe to that ideal often fall back on our own biases and instincts when it comes to making decisions about how people experience our content and our services. Sadly, this often means we make decisions we think will be good for our "users"—that anonymous, faceless crowd—rather than actually trying to understand the perspectives, surroundings, capabilities, and disadvantages of the actual people who we are here to serve.

In this session, Aaron Gustafson will explore why empathy is a good thing, how empathy empowers creativity, and how we, as a community, can inject more empathy into our work.

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Designing with Empathy [Beyond Tellerrand 2013]

  1. DesigningEmpathywithAaron Gustafson@aarongustafsonadaptivewebdesign.info
  2. Photo Credit: Stuck in Customs
  3. DesigningEmpathywith
  4. Design ≠ Art _Photo Credit: faith gobleImage Credit: L.e.e
  5. Art serves the ArtistPhoto Credit: Abby Lanes
  6. I’ve been amazed at howoften those outside thediscipline of design assumethat what designers do isdecoration—likely becauseso much bad design simplyis decoration. Good designisn’t. Good design isproblem solving.”– Jeffrey Veen“
  7. de·sign  /dəˈzīn/To devise for a specific function or endClassical: To indicateMedieval Latin: designare, to mark out
  8. David Carsonhas been called“the mostinfluentialgraphic designerof our times”Photo Credit: © Marc Eckardt for FontShop, Berlin.
  9. It was Art
  10. It was Ego
  11. subjective,personal, andself-indulgent”Photo Credit: © Marc Eckardt for FontShop, Berlin.“
  12. Your ego is abad designer.”– Christopher Butler“
  13. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
  14. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
  15. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
  16. Just because you candoesn’t mean you shouldPhoto Credit: harald walker
  17. communicatenot alienateDesign toPhoto Credit: altemark
  18. Designisn’t aboutshowing offPhoto Credit: Laurence & Annie
  19. Design = Creativityfor Communication
  20. DesigningEmpathywith
  21. em·pa·thy/ˈem-pə-thē/From the Greek empathia meaning“state of emotion”
  22. em·pa·thy/ˈem-pə-thē/The action of understanding, beingaware of, being sensitive to, andvicariously experiencing the feelings,thoughts, and experience of another …without having the feelings, thoughts,and experience fully communicated inan objectively explicit manner
  23. Empathy requires listeningPhoto Credit: [phil h]
  24. Empathy requires questioningPhoto Credit: [phil h]
  25. Empathy requires observationPhoto Credit: [phil h]
  26. Empathy requires intuitionPhoto Credit: [phil h]
  27. Empathy requires patiencePhoto Credit: [phil h]
  28. Perspectiveis everythingPhoto Credit: ZeroOne
  29. Ego is a shieldPhoto Credit: Dunechaser
  30. Empathy begins withvulnerability. And beingvulnerable, especially inour work, is fuckingterrifying.”– Sara Wachter-Boettcher“
  31. Trust makesvulnerabilityproductive
  32. em·pa·thy/ˈem-pə-thē/The action of understanding, beingaware of, being sensitive to, andvicariously experiencing the feelings,thoughts, and experience of another …without having the feelings, thoughts,and experience fully communicated inan objectively explicit manner
  33. em·pa·thy/ˈem-pə-thē/The action of understanding, beingaware of, being sensitive to, andvicariously experiencing the feelings,thoughts, and experience of another …without having the feelings, thoughts,and experience fully communicated inan objectively explicit mannerAlso: the capacity for this
  34. John Rawls1921-2002
  35. Empathy is aboutshowing solidaritywith others whohave a one and onlylife on this planet.”– Jeremy Rifkin“
  36. Solidarity requirescommunicationPhoto Credit: LeonArts.at
  37. Tribes
  38. TribesReligious Groups
  39. TribesReligious GroupsNation States
  40. TribesReligious GroupsNation StatesGlobal Community
  41. Photo Credit: United Nations Development ProgrammeGlobal responsewithin 3 hours
  42. Selfishness is a survival instinctPhoto Credit: Malingering
  43. Photo Credit: Stuck in CustomsWe are able to empathize byseeing ourselvesin others.
  44. Photo Credit: ÉoleMirror neuronsenable us towalk thatproverbial mile
  45. In UX, we usepersonas tohelp us empathizePersonas foster empathyCredit: Kevin O’Connor
  46. They alsofrequentlydevolveinto anothername for“the user”Photo Credit: Tinker*Tailor loves Lalka
  47. Personasneed tobe real.They needto behuman.Photo Credit: code poet
  48. User Scenarios =situational empathyPhoto Credit: Sergiu Bacioiu
  49. User scenarios =situational empathyKitty: Sergiu Bacioiu; Fire: Mr. TheklanUser Scenarios =situational empathy
  50. aDesign isproblemsolvingPhoto Credit: Unhindered by Talent
  51. Call out therelevant facts:Bob is a mechanicHe is left- handedHe wants to look upparts info (andpossibly order areplacement part)while under a carPhoto Credit: Neil. Moralee
  52. Photo Credit: FrisnoWe only need enough detailto be able to put ourselves inhis shoes.
  53. We only need enough detailto be able to put ourselves inhis shoes.Who caresabout hismacchiatoaddiction?Photo Credit: Frisno
  54. We want info on his•goals,•needs,•circumstances,•outside influences,•distractions, and•limitations.Photo Credit: Neil. Moralee
  55. User scenarios help usempathize in a productive wayPhoto Credit: Chris Garrison
  56. Photo Credit: Horia Varlan
  57. Set a performance budgetPhoto Credit: Gunnar Ries
  58. Photo Credit: schoschieAuthor appropriate content
  59. Photo Credit: lastquestConsider physical limitations
  60. Photo Credit: CaptPiperFacilitate satisfaction
  61. Photo Credit: andrechinnDon’t createunnecessarybarriers
  62. Credit: XKCDDon’t forceyour agendaon yourcustomers
  63. Support commonassistivetechnologyCredit: windsordi
  64. Help users learn toaccomplish complextasks andrewardthem fordoing so.Credit: pasukaru76
  65. Progressive Reductionhttp://layervault.tumblr.com/post/42361566927/progressive-reduction
  66. Progressive Reductionhttp://layervault.tumblr.com/post/42361566927/progressive-reduction
  67. Progressive Reductionhttp://layervault.tumblr.com/post/42361566927/progressive-reduction
  68. What is hateful to you,do not to your fellowman. That is the entirelaw; all the rest iscommentary.–JudaismDo unto others as youwould have them dounto you.–ChristianityNo one of you is abeliever until hedesires for his brotherthat which he desiresfor himself.–IslamThe Golden RuleHurt not others inways that you yourselfwould find harmful.–Buddhism
  69. [Progressive enhancement]keeps the design open tothe possibilities of sexinessin opportune contexts,rather than starting withthe ‘whole’ experience thatmust be compromised.”– Ben Hoh“
  70. EgalitarianismEquality of opportunity,not equality of outcome
  71. DesigningEmpathywith
  72. Thank you
  73. Designing with Empathyby Aaron Gustafson@AaronGustafsonFurther reading:http://readlists.com/820c6ff1http://adaptivewebdesign.infohttp://blog.easy-designs.netSlides available athttp://slideshare.net/AaronGustafsonThis presentation is licensed underCreative CommonsAttribution-Noncommercial-Share Alike 3.0except where otherwise notedflickr Photo Creditshttp://www.flickr.com/photos/aarongustafson/galleries/72157633153882514/http://www.flickr.com/photos/aarongustafson/galleries/72157633161513316/

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