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NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Developing Empathy
Westley Knight
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
What is empathy?
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Sympathy
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Two elements of empathy
Affective Cognitive
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Cognitive empathy
FantasyPerspective
Taking
Tactical
Empathy
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Why does empathy matter?
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
"It’s very difficult to design
something for someone if you
have no empathy."
Stewart Butterfield
Founder of Slack
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Isn’t this just for UXers?
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
NO
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
The decisions you make affect
the user experience
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Why does empathy matter?
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Tools for generating empathy
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
User Research
Empathy Mapping
Personas
User Stories
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
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
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
User Research
Task Analysis
Usability Testing
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Empathy Mapping
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
Demographics
Personal information
Attitudinal information
Behavioural information
Motivations and goals
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Personas
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
User Stories
As an [actor], I want to [action] so that [goal]
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
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!
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
User Story
As a developer, I want to refactor part of the
codebase so that it becomes more efficient
and benefits other teams
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Stakeholder User Story
As a developer, I want to refactor part of the
codebase so that it becomes more efficient
and benefits other teams
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Business Needs
Only 5% of our users complete our
booking process
We need to find a solution that increases
this conversion rate to 8%
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Tell a story instead
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Empathy is for everybody
NGN/UXhttp://www.ngnights.com
DEVELOPING YOU
Thank you

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NGN/UX Developing Empathy by Westley_Knight