Empowering
users by
designing with
empathy
Karla Turcios
Esri DC R&D
Empathy:

the feeling that you
understand and share
another person’s
experiences and
emotions
You Make Things
Intended Use?
User Experience (UX)
Simple UX
Simple UX
■  Who are the users?
■  What do you hope they will do/see?
■  What do they actually do/see?
Empathy as a guide
Empathize with Personas
Millie
■  40, Paper Hat Maker
■  Needs big sheets of
paper
■  Looking for new paper
hat designs
■  Problem: Hats easily
bl...
Empathize with users
(some real ones)
Empathize with users
(some real ones)
■  Invite users to give
you feedback
■  Mindful that they are
busy
■  Give a simple,...
Hospitality
■  Stick to schedule
■  Thank them
■  Token of appreciation
Usability Testing
Usability Testing
■  Listen
■  Don’t help!
■  Ask questions
■  Measure how you
help users with what
you are making
UX Findings
UX vs. Pixel Politics
The user is disruptive
■  UX-PLODE
■  UX-POSE
Empathy vs. Pixel Politics
Case Study
Online Mapping for Enthusiasts
UX Process
UX Process
Interview

Personas

Pain Point Diagrams
Provisional Personas

Samir
Economist, 32

Patrick
IT Expert, 28

Julie
Capital Hill Staffer, 25
Developers mindful of Personas
Developers mindful of Personas
■  Sat in user testing
■  “Would Samir understand
how to use that?”
■  Worked from design
s...
Sharing
UX
findings
with
your
team
“Where’s the data?”
Design Studio
“It’s nice to see the table if I’m
adding a table.”
“It’s nice to see the table if I’m
adding a table.”
Failure in User Testing
Putting
yourself
in the
user’s
shoes
Does UX automatically build empathy for
your users?
In design by committee - the user
who has no political stake at the table
Long term
results of
empathy
Empathy empowers you
Thank You!
@karlatr
karla.turcios@gmail.com
Further Reading
■  http://www.teehanlax.com/blog/
killing-big-strategy/
■  http://uxmastery.com/empathy-thethread-that-bin...
Empowering users by designing with empathy
Empowering users by designing with empathy
Empowering users by designing with empathy
Empowering users by designing with empathy
Empowering users by designing with empathy
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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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Transcript of "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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