Empowering users by designing with empathy

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Any talk about designing digital products has to address the problems users are facing now to empower them with better tools tomorrow. Learn from a case study of a web application design that started with a handful of user interviews and how provisional mental models uncovered a key feature that pivoted the definition of the solution. See ways to uncover user problems in narrow timeframes and how empathy, not sympathy, can motivate designers, product managers and developers to collaborate on solutions. Discover how employing empathy in user testing can lead to validation of solutions using just prototypes.

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Empowering users by designing with empathy

  1. 1. Empowering users by designing with empathy Karla Turcios Esri DC R&D
  2. 2. Empathy: the feeling that you understand and share another person’s experiences and emotions
  3. 3. You Make Things
  4. 4. Intended Use?
  5. 5. User Experience (UX)
  6. 6. Simple UX
  7. 7. Simple UX ■  Who are the users? ■  What do you hope they will do/see? ■  What do they actually do/see?
  8. 8. Empathy as a guide
  9. 9. Empathize with Personas
  10. 10. Millie ■  40, Paper Hat Maker ■  Needs big sheets of paper ■  Looking for new paper hat designs ■  Problem: Hats easily blow away
  11. 11. Empathize with users (some real ones)
  12. 12. Empathize with users (some real ones) ■  Invite users to give you feedback ■  Mindful that they are busy ■  Give a simple, clear explanation of usability testing
  13. 13. Hospitality ■  Stick to schedule ■  Thank them ■  Token of appreciation
  14. 14. Usability Testing
  15. 15. Usability Testing ■  Listen ■  Don’t help! ■  Ask questions ■  Measure how you help users with what you are making
  16. 16. UX Findings
  17. 17. UX vs. Pixel Politics
  18. 18. The user is disruptive ■  UX-PLODE ■  UX-POSE
  19. 19. Empathy vs. Pixel Politics
  20. 20. Case Study
  21. 21. Online Mapping for Enthusiasts
  22. 22. UX Process
  23. 23. UX Process Interview Personas Pain Point Diagrams
  24. 24. Provisional Personas Samir Economist, 32 Patrick IT Expert, 28 Julie Capital Hill Staffer, 25
  25. 25. Developers mindful of Personas
  26. 26. Developers mindful of Personas ■  Sat in user testing ■  “Would Samir understand how to use that?” ■  Worked from design stories to explain the user’s perspective
  27. 27. Sharing UX findings with your team
  28. 28. “Where’s the data?”
  29. 29. Design Studio
  30. 30. “It’s nice to see the table if I’m adding a table.”
  31. 31. “It’s nice to see the table if I’m adding a table.”
  32. 32. Failure in User Testing
  33. 33. Putting yourself in the user’s shoes
  34. 34. Does UX automatically build empathy for your users?
  35. 35. In design by committee - the user who has no political stake at the table
  36. 36. Long term results of empathy
  37. 37. Empathy empowers you
  38. 38. Thank You! @karlatr karla.turcios@gmail.com
  39. 39. Further Reading ■  http://www.teehanlax.com/blog/ killing-big-strategy/ ■  http://uxmastery.com/empathy-thethread-that-binds-us/ ■  http://rosenfeldmedia.com/books/ mental-models-book/blog/ how_to_wield_empathy/

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