The document discusses the importance of empathy in design thinking, emphasizing a user-centered approach that considers the user's feelings, context, and special needs. It highlights case studies and examples, such as SSM Healthcare and technology applications like Google’s auto-suggest, illustrating how empathy can drive innovation. Key concepts include contextual inquiry, user interviews, and the idea of 'walking a mile in their shoes' to improve product design.

1. Designing
with Empathy
Aparna Sridhar
Android Course Manager @ Udacity

2. Show of hands

3. Quick Background
Software Engineering
Design and Development
Android Course Manager

4. What would you do?
If I had only one hour to save the world, I would spend
fifty-five minutes defining the problem, and only five
minutes finding the solution.
- Albert Einstein
If you had one hour to save the world?

5. Does this sound familiar?
Bad Review
by User
Look into
code
Fix the bug
Ship the
update
User finds
another bug
in the same
workflow

6. What would you do?
“Before you criticize a man, walk a mile in his shoes. That way, when you do criticize him, you'll be
a mile away and have his shoes.”
- Steve Martin
Critcize the user for now knowing how to use the product/being overdemanding?
Give them a cumbersome workaround that doesn’t require code change?
Ship the solution with the least change to code?
Ship the solution with fastest implementation?

7. How to break the cycle?

8. Empathy
Empathy - the feeling that you understand and share another person's
experiences and emotions : the ability to share someone else's feelings
- Merriam Webster
‘Designing with Empathy’ or ‘Design Thinking’ is a user-centered design
approach that pays attention to the user's feelings toward a product. Most
important to take into account is your user’s age, gender, context and special
needs.

9. Design Thinking
Business
(Viability)
Technology
(Feasibility)
Human
Values
(Desirability
)

10. Dialogue in the Dark

11. Cleveland Clinic

12. Case Study - SSM Healthcare
– IDEO led by David Kelley did a Design Thinking Experiment at SSM Healthcare

13. Case Study - Elderly

14. When you can’t walk a mile –
Contexual Inquiry
Shadowing Observation

15. When you can’t reach context
– User Interviews

16. Uber and Ola’s Language
Localization for Driver App

17. Google auto suggest and auto
correct
- How many times have we searched for a keyword and returned with no results?
- How many times has that happened because we couldn’t spell or spelt
something in a different tense ?

18. Design Thinking - AirBnb

19. Empathy sparks innovation –
MyChild App

20. Nipun Malhotra Story

21. What did Zomato Do

22. Why is Facebook blue?
According to a 2010 profile from
the New Yorker, Facebook's
main color is blue
because Zuckerberg has a red-
green color blindness. In the
interview, he told reporter Jose
Antonio Vargas that “blue is the
richest color for me — I can see
all of blue.”

23. Do you see anything wrong
with this?
What about left handers !!
They form 10% of the
world’s population include
Narendra Modi, Ratan
Tata and 4 out of the last 5
US presidents !

24. Summarize
– Emapthy
– Design Thinking
– Walking a mile in their shoes
– Contexual Inquiry
– User Interviews
– Empathy driving Innovation

25. Questions

26. Readings
– Empathy on the Edge PDF (2014) by Battarbee K., Suri J., and Howard S. (IDEO)
– Change by Design (2014) by Brown, T. (IDEO)
– Spark Innovation Through Empathic Design by Leonard D. and Jeffrey R.
(Harvard Business Review)
– Disguised – Patricia Moore
–