Designing     Empathy    withAaron Gustafson@aarongustafsonadaptivewebdesign.info
Photo Credit: Stuck in Customs
Designing Empathywith
Design ≠   Art _Image Credit: L.e.e                      Photo Credit: faith goble
Photo Credit: Abby Lanes    Art serves the Artist
“ I’ve been amazed at how often those outside the discipline of design assume that what designers do is decoration—likely ...
de·sign  /dəˈzīn/To devise for a specific function or endClassical: To indicateMedieval Latin: designare, to mark out
David Carsonhas been called“the mostinfluentialgraphic designerof our times”         Photo Credit: © Marc Eckardt for Font...
It was Art
It was Ego
“ subjective,  personal, and  self-indulgent”         Photo Credit: © Marc Eckardt for FontShop, Berlin.
“ Your ego is a bad designer.”   – Christopher Butler
http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
Just because you candoesn’t mean you should                    Photo Credit: harald walker
Photo Credit: altemarkDesign to            communicate            not alienate
Photo Credit: Laurence & AnnieDesignisn’t aboutshowing off
Design = Creativityfor Communication
Designing Empathywith
em·pa·thy/ˈem-pə-thē/From the Greek empathia meaning“state of emotion”
em·pa·thy/ˈem-pə-thē/The action of understanding, beingaware of, being sensitive to, andvicariously experiencing the feeli...
Empathy requires listening                         Photo Credit: [phil h]
Empathy requires questioning                          Photo Credit: [phil h]
Empathy requires observation                          Photo Credit: [phil h]
Empathy requires intuition                         Photo Credit: [phil h]
Empathy requires patience                        Photo Credit: [phil h]
Perspectiveis everything                Photo Credit: ZeroOne
Ego is a shield                  Photo Credit: Dunechaser
“ Empathy begins with  vulnerability. And being  vulnerable, especially in  our work, is fucking  terrifying.”  – Sara Wac...
Trust makesvulnerabilityproductive
em·pa·thy/ˈem-pə-thē/The action of understanding, beingaware of, being sensitive to, andvicariously experiencing the feeli...
John Rawls 1921-2002
“ Empathy is about  showing solidarity  with others who  have a one and only  life on this planet.”        – Jeremy Rifkin
Solidarity requires communication                      Photo Credit: LeonArts.at
Global Community  Nation StatesReligious Groups     Tribes
Global response within 3 hours             Photo Credit: United Nations Development Programme
Selfishness is a survival instinct                              Photo Credit: Malingering
Photo Credit: Stuck in Customs      We are able to empathize by      seeing ourselves      in others.
Mirror neurons       enable us to       walk that       proverbial milePhoto Credit: Éole
Personas foster empathy    In UX, we use     personas to  help us empathize                      Credit: Kevin O’Connor
They alsofrequentlydevolveinto anothername for“the user”               Photo Credit: Tinker*Tailor loves Lalka
Personas                           need to                           be real.                          They need          ...
User Scenarios =                               situational empathyPhoto Credit: Sergiu Bacioiu
User Scenarios =                             situational empathy                                            User scenarios...
Design isproblem solvinga    Photo Credit: Unhindered by Talent
Call out therelevant facts:Bob is a mechanicHe is left- handedHe wants to look upparts info (andpossibly order areplacemen...
We only need enough detailto be able to put ourselves inhis shoes.                            Photo Credit: Frisno
We only need enough detailto be able to put ourselves inhis shoes.Who caresabout hismacchiatoaddiction?                   ...
We want info on his• goals,• needs,• circumstances,• outside influences,• distractions, and• limitations.                 ...
User scenarios help usempathize in a productive way                          Photo Credit: Chris Garrison
Photo Credit: Horia Varlan
Set a performance budget                      Photo Credit: Gunnar Ries
Author appropriate content                       Photo Credit: schoschie
Consider physical limitations                           Photo Credit: lastquest
Facilitate satisfaction                      Photo Credit: CaptPiper
Don’t createunnecessarybarriers               Photo Credit: andrechinn
Don’t forceyour agendaon yourcustomers              Credit: XKCD
Support commonassistivetechnology                 Credit: windsordi
Help users learn toaccomplish complextasks andrewardthem fordoing so.                      Credit: pasukaru76
Progressive Reduction               http://layervault.tumblr.com/post/42361566927/progressive-reduction
Progressive Reduction               http://layervault.tumblr.com/post/42361566927/progressive-reduction
Progressive Reduction               http://layervault.tumblr.com/post/42361566927/progressive-reduction
Hurt not others in         Do unto others as youways that you yourself     would have them dowould find harmful.        un...
“ [Progressive enhancement] keeps the design open to the possibilities of sexiness in opportune contexts, rather than star...
EgalitarianismEquality of opportunity,not equality of outcome
Designing Empathywith
Thank you
Designing with Empathy                          by Aaron Gustafson                           @AaronGustafson              ...
Designing with Empathy [Breaking Development Orlando 2013]
Designing with Empathy [Breaking Development Orlando 2013]
Designing with Empathy [Breaking Development Orlando 2013]
Designing with Empathy [Breaking Development Orlando 2013]
Designing with Empathy [Breaking Development Orlando 2013]
Designing with Empathy [Breaking Development Orlando 2013]
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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 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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Designing with Empathy [Breaking Development Orlando 2013]

  1. 1. Designing Empathy withAaron Gustafson@aarongustafsonadaptivewebdesign.info
  2. 2. Photo Credit: Stuck in Customs
  3. 3. Designing Empathywith
  4. 4. Design ≠ Art _Image Credit: L.e.e Photo Credit: faith goble
  5. 5. Photo Credit: Abby Lanes Art serves the Artist
  6. 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. 7. de·sign  /dəˈzīn/To devise for a specific function or endClassical: To indicateMedieval Latin: designare, to mark out
  8. 8. David Carsonhas been called“the mostinfluentialgraphic designerof our times” Photo Credit: © Marc Eckardt for FontShop, Berlin.
  9. 9. It was Art
  10. 10. It was Ego
  11. 11. “ subjective, personal, and self-indulgent” Photo Credit: © Marc Eckardt for FontShop, Berlin.
  12. 12. “ Your ego is a bad designer.” – Christopher Butler
  13. 13. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
  14. 14. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
  15. 15. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
  16. 16. Just because you candoesn’t mean you should Photo Credit: harald walker
  17. 17. Photo Credit: altemarkDesign to communicate not alienate
  18. 18. Photo Credit: Laurence & AnnieDesignisn’t aboutshowing off
  19. 19. Design = Creativityfor Communication
  20. 20. Designing Empathywith
  21. 21. em·pa·thy/ˈem-pə-thē/From the Greek empathia meaning“state of emotion”
  22. 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. 23. Empathy requires listening Photo Credit: [phil h]
  24. 24. Empathy requires questioning Photo Credit: [phil h]
  25. 25. Empathy requires observation Photo Credit: [phil h]
  26. 26. Empathy requires intuition Photo Credit: [phil h]
  27. 27. Empathy requires patience Photo Credit: [phil h]
  28. 28. Perspectiveis everything Photo Credit: ZeroOne
  29. 29. Ego is a shield Photo Credit: Dunechaser
  30. 30. “ Empathy begins with vulnerability. And being vulnerable, especially in our work, is fucking terrifying.” – Sara Wachter-Boettcher
  31. 31. Trust makesvulnerabilityproductive
  32. 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. 33. John Rawls 1921-2002
  34. 34. “ Empathy is about showing solidarity with others who have a one and only life on this planet.” – Jeremy Rifkin
  35. 35. Solidarity requires communication Photo Credit: LeonArts.at
  36. 36. Global Community Nation StatesReligious Groups Tribes
  37. 37. Global response within 3 hours Photo Credit: United Nations Development Programme
  38. 38. Selfishness is a survival instinct Photo Credit: Malingering
  39. 39. Photo Credit: Stuck in Customs We are able to empathize by seeing ourselves in others.
  40. 40. Mirror neurons enable us to walk that proverbial milePhoto Credit: Éole
  41. 41. Personas foster empathy In UX, we use personas to help us empathize Credit: Kevin O’Connor
  42. 42. They alsofrequentlydevolveinto anothername for“the user” Photo Credit: Tinker*Tailor loves Lalka
  43. 43. Personas need to be real. They need to be human.Photo Credit: code poet
  44. 44. User Scenarios = situational empathyPhoto Credit: Sergiu Bacioiu
  45. 45. User Scenarios = situational empathy User scenarios = situational empathyKitty: Sergiu Bacioiu; Fire: Mr. Theklan
  46. 46. Design isproblem solvinga Photo Credit: Unhindered by Talent
  47. 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. 48. We only need enough detailto be able to put ourselves inhis shoes. Photo Credit: Frisno
  49. 49. We only need enough detailto be able to put ourselves inhis shoes.Who caresabout hismacchiatoaddiction? Photo Credit: Frisno
  50. 50. We want info on his• goals,• needs,• circumstances,• outside influences,• distractions, and• limitations. Photo Credit: Neil. Moralee
  51. 51. User scenarios help usempathize in a productive way Photo Credit: Chris Garrison
  52. 52. Photo Credit: Horia Varlan
  53. 53. Set a performance budget Photo Credit: Gunnar Ries
  54. 54. Author appropriate content Photo Credit: schoschie
  55. 55. Consider physical limitations Photo Credit: lastquest
  56. 56. Facilitate satisfaction Photo Credit: CaptPiper
  57. 57. Don’t createunnecessarybarriers Photo Credit: andrechinn
  58. 58. Don’t forceyour agendaon yourcustomers Credit: XKCD
  59. 59. Support commonassistivetechnology Credit: windsordi
  60. 60. Help users learn toaccomplish complextasks andrewardthem fordoing so. Credit: pasukaru76
  61. 61. Progressive Reduction http://layervault.tumblr.com/post/42361566927/progressive-reduction
  62. 62. Progressive Reduction http://layervault.tumblr.com/post/42361566927/progressive-reduction
  63. 63. Progressive Reduction http://layervault.tumblr.com/post/42361566927/progressive-reduction
  64. 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. 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. 66. EgalitarianismEquality of opportunity,not equality of outcome
  67. 67. Designing Empathywith
  68. 68. Thank you
  69. 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/

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