Empathy is the ability to understand and share the feelings of others. To be able to put yourself in their shoes. Westley explores this relationship for UX design and developers

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Developing Empathy
Westley Knight

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What is empathy?

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Sympathy

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Two elements of empathy
Affective Cognitive

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Cognitive empathy
FantasyPerspective
Taking
Tactical
Empathy

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Why does empathy matter?

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"It’s very difficult to design
something for someone if you
have no empathy."
Stewart Butterfield
Founder of Slack

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Isn’t this just for UXers?

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NO

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The decisions you make affect
the user experience

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Why does empathy matter?

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Tools for generating empathy

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User Research
Empathy Mapping
Personas
User Stories

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User Research
Contextual Inquiry
Individual Interviews
Task Analysis
Usability Testing
Eyetracking
Unmoderated Panel
Studies
A/B Testing
Clickstream Analysis
Customer Feedback
Card Sorting
Intercept Surveys
Email SurveysFocus Groups
Participatory Design Concept Testing

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User Research
Task Analysis
Usability Testing

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Empathy Mapping

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Personas

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Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals

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Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals

20. NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals

21. NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals

22. NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals

23. NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals

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DEVELOPING YOU
Personas

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User Stories
As an [actor], I want to [action] so that [goal]

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User Stories
As a savings account holder, I want to be able to set up a
standing order so that I can regularly save a set amount
As a regular customer, I want to special privileges so that I
benefit from being a regular customer
As a husband and father, I want to be reminded of family
birthdays so that I don’t forget them!

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User Story
As a developer, I want to refactor part of the
codebase so that it becomes more efficient
and benefits other teams

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Stakeholder User Story
As a developer, I want to refactor part of the
codebase so that it becomes more efficient
and benefits other teams

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Business Needs
Only 5% of our users complete our
booking process
We need to find a solution that increases
this conversion rate to 8%

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Tell a story instead

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Empathy is for everybody

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Thank you