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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 …

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.

Published in: Technology, Business

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