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Designing with Empathy [Breaking Development Orlando 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 …

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.

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  • 1. Designing Empathy withAaron Gustafson@aarongustafsonadaptivewebdesign.info
  • 2. Photo Credit: Stuck in Customs
  • 3. Designing Empathywith
  • 4. Design ≠ Art _Image Credit: L.e.e Photo Credit: faith goble
  • 5. Photo Credit: Abby Lanes Art serves the Artist
  • 6. “ I’ve been amazed at how often those outside the discipline of design assume that what designers do is decoration—likely because so much bad design simply is decoration. Good design isn’t. Good design is problem 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, and self-indulgent” Photo Credit: © Marc Eckardt for FontShop, Berlin.
  • 12. “ Your ego is a bad 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 should Photo Credit: harald walker
  • 17. Photo Credit: altemarkDesign to communicate not alienate
  • 18. Photo Credit: Laurence & AnnieDesignisn’t aboutshowing off
  • 19. Design = Creativityfor Communication
  • 20. Designing Empathywith
  • 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 listening Photo Credit: [phil h]
  • 24. Empathy requires questioning Photo Credit: [phil h]
  • 25. Empathy requires observation Photo Credit: [phil h]
  • 26. Empathy requires intuition Photo Credit: [phil h]
  • 27. Empathy requires patience Photo Credit: [phil h]
  • 28. Perspectiveis everything Photo Credit: ZeroOne
  • 29. Ego is a shield Photo Credit: Dunechaser
  • 30. “ Empathy begins with vulnerability. And being vulnerable, especially in our work, is fucking terrifying.” – 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 mannerAlso: the capacity for this
  • 33. John Rawls 1921-2002
  • 34. “ Empathy is about showing solidarity with others who have a one and only life on this planet.” – Jeremy Rifkin
  • 35. Solidarity requires communication Photo Credit: LeonArts.at
  • 36. Global Community Nation StatesReligious Groups Tribes
  • 37. Global response within 3 hours Photo Credit: United Nations Development Programme
  • 38. Selfishness is a survival instinct Photo Credit: Malingering
  • 39. Photo Credit: Stuck in Customs We are able to empathize by seeing ourselves in others.
  • 40. Mirror neurons enable us to walk that proverbial milePhoto Credit: Éole
  • 41. Personas foster empathy In UX, we use personas to help us empathize Credit: Kevin O’Connor
  • 42. They alsofrequentlydevolveinto anothername for“the user” Photo Credit: Tinker*Tailor loves Lalka
  • 43. Personas need to be real. They need to be human.Photo Credit: code poet
  • 44. User Scenarios = situational empathyPhoto Credit: Sergiu Bacioiu
  • 45. User Scenarios = situational empathy User scenarios = situational empathyKitty: Sergiu Bacioiu; Fire: Mr. Theklan
  • 46. Design isproblem solvinga Photo Credit: Unhindered by Talent
  • 47. Call out therelevant facts:Bob is a mechanicHe is left- handedHe wants to look upparts info (andpossibly order areplacement part)while under a car Photo Credit: Neil. Moralee
  • 48. We only need enough detailto be able to put ourselves inhis shoes. Photo Credit: Frisno
  • 49. We only need enough detailto be able to put ourselves inhis shoes.Who caresabout hismacchiatoaddiction? Photo Credit: Frisno
  • 50. We want info on his• goals,• needs,• circumstances,• outside influences,• distractions, and• limitations. Photo Credit: Neil. Moralee
  • 51. User scenarios help usempathize in a productive way Photo Credit: Chris Garrison
  • 52. Photo Credit: Horia Varlan
  • 53. Set a performance budget Photo Credit: Gunnar Ries
  • 54. Author appropriate content Photo Credit: schoschie
  • 55. Consider physical limitations Photo Credit: lastquest
  • 56. Facilitate satisfaction Photo Credit: CaptPiper
  • 57. Don’t createunnecessarybarriers Photo Credit: andrechinn
  • 58. Don’t forceyour agendaon yourcustomers Credit: XKCD
  • 59. Support commonassistivetechnology Credit: windsordi
  • 60. Help users learn toaccomplish complextasks andrewardthem fordoing so. Credit: pasukaru76
  • 61. Progressive Reduction http://layervault.tumblr.com/post/42361566927/progressive-reduction
  • 62. Progressive Reduction http://layervault.tumblr.com/post/42361566927/progressive-reduction
  • 63. Progressive Reduction http://layervault.tumblr.com/post/42361566927/progressive-reduction
  • 64. Hurt not others in Do unto others as youways that you yourself would have them dowould find harmful. unto you. –Buddhism –Christianity The Golden RuleNo one of you is a What is hateful to you,believer until he do not to your fellowdesires for his brother man. That is the entirethat which he desires law; all the rest isfor himself. commentary. –Islam –Judaism
  • 65. “ [Progressive enhancement] keeps the design open to the possibilities of sexiness in opportune contexts, rather than starting with the ‘whole’ experience that must be compromised.” – Ben Hoh
  • 66. EgalitarianismEquality of opportunity,not equality of outcome
  • 67. Designing Empathywith
  • 68. Thank you
  • 69. Designing with Empathy by Aaron Gustafson @AaronGustafson Further reading: http://readlists.com/820c6ff1 http://adaptivewebdesign.info http://blog.easy-designs.net Slides available at http://slideshare.net/AaronGustafson This presentation is licensed under Creative Commons Attribution-Noncommercial-Share Alike 3.0 except where otherwise noted flickr Photo Creditshttp://www.flickr.com/photos/aarongustafson/galleries/72157633153882514/http://www.flickr.com/photos/aarongustafson/galleries/72157633161513316/