Empathy is alive and and well in UX design. Many people apply empathy in their work. The slight problem is that the word “empathy” means different things to different people. And applying empathy doesn’t exactly bring a clear scenario to everyone’s mind. This presentation hopes to remedy this deficiency by providing a practice and vocabulary to dedevelop and apply empathy in your work.
Email etiquette refers to the principles of behavior that one should use when writing or answering email messages. Because email is less personal than a phone or in-person conversation but quicker to send than a letter, it is possible for serious breaches of manners to take place. Write carefully. Once you send an email message, you cannot take it back or make it disappear.
Confused about all of the secret rules to emailing coworkers and clients? Don't know how to open or close your email, not wanting to sound to casual, but also not too stuffy?
Writing emails in a professional setting can be tricky, but Extentia is here to help. Whether it be writing the perfect subject line, creating clear and concise content, or making an eye-catching signature to promote your business, you can learn all that and more during the next few slides.
Millions of emails are sent every day, and the fact that email is of great importance in business communication is undeniable. There are several reasons for this, including that it sends almost instantaneously, it's low cost, and increases organizational efficiency through a virtual paper trail. Being such an important tool in business, it is important to know how to make your email as effective as possible.
Email etiquette refers to the principles of behavior that one should use when writing or answering email messages. Because email is less personal than a phone or in-person conversation but quicker to send than a letter, it is possible for serious breaches of manners to take place. Write carefully. Once you send an email message, you cannot take it back or make it disappear.
Confused about all of the secret rules to emailing coworkers and clients? Don't know how to open or close your email, not wanting to sound to casual, but also not too stuffy?
Writing emails in a professional setting can be tricky, but Extentia is here to help. Whether it be writing the perfect subject line, creating clear and concise content, or making an eye-catching signature to promote your business, you can learn all that and more during the next few slides.
Millions of emails are sent every day, and the fact that email is of great importance in business communication is undeniable. There are several reasons for this, including that it sends almost instantaneously, it's low cost, and increases organizational efficiency through a virtual paper trail. Being such an important tool in business, it is important to know how to make your email as effective as possible.
Branding expert and best-selling author Sally Hogshead knows that we live in a distracted, competitive and commoditized world. According to some research the average attention span could be as low as 9 seconds (the same as a gold fish). You need to demonstrate your value immediately or your listener will be off to the next thing.
Here's 7 strategies to make a brilliant first impression at your next conference, networking event, job interview or meeting.
One has to know the etiquette to be followed when writing emails. Emails without proper etiquete will create bad impression on the sender and it finally impacts the relationship and productivity.
Soft skills is a term often associated with a person's "EQ" (Emotional Intelligence Quotient), the cluster of personality traits, social graces, communication, language, personal habits, interpersonal skills, managing people, leadership, etc. that characterize relationships with other people.
This Presentation was made for my team for them to understand the importance of Email Writing and its Right way. Just the Basics.
Includes Source of Information and YouTube Videos for Better and in-depth understanding.
Email Etiquette - duration of presentation is 3 minutesAjit R Chandran
Email Etiquette for students and professionals. People fail to maintain etiquette while drafting emails. This power point will definitely help students and professionals a better clarity on the etiquette to be followed while sending mails electronically. Time taken to read this presentation is just 3 minutes.
Mobile phones have become a part of our life as good as an organ in our body. But seldom we think that, we need to have some etiquette for the usage of mobile phones
Branding expert and best-selling author Sally Hogshead knows that we live in a distracted, competitive and commoditized world. According to some research the average attention span could be as low as 9 seconds (the same as a gold fish). You need to demonstrate your value immediately or your listener will be off to the next thing.
Here's 7 strategies to make a brilliant first impression at your next conference, networking event, job interview or meeting.
One has to know the etiquette to be followed when writing emails. Emails without proper etiquete will create bad impression on the sender and it finally impacts the relationship and productivity.
Soft skills is a term often associated with a person's "EQ" (Emotional Intelligence Quotient), the cluster of personality traits, social graces, communication, language, personal habits, interpersonal skills, managing people, leadership, etc. that characterize relationships with other people.
This Presentation was made for my team for them to understand the importance of Email Writing and its Right way. Just the Basics.
Includes Source of Information and YouTube Videos for Better and in-depth understanding.
Email Etiquette - duration of presentation is 3 minutesAjit R Chandran
Email Etiquette for students and professionals. People fail to maintain etiquette while drafting emails. This power point will definitely help students and professionals a better clarity on the etiquette to be followed while sending mails electronically. Time taken to read this presentation is just 3 minutes.
Mobile phones have become a part of our life as good as an organ in our body. But seldom we think that, we need to have some etiquette for the usage of mobile phones
Wish you had more time to deeply understand customer reasoning before making communication and design decisions?
Mental models diagrams represent the underlying philosophies and emotions that drive people's behavior, matched up with the ways you support them with your organization's products and services. Empathizing with people's underlying motivations opens up different avenues for supporting their behavior. A true model illuminates the users' world and allows you to generate better ideas and tell a more compelling story to product developers and business executives.
In this presentation, Indi Young, author of Mental Models: Aligning Design Strategy with Human Behavior, discusses how to make sure this model truly represents the root of what is driving your users' natural behavior. It is easy to make assumptions; much research stops at a preference, task, or observation level. But there is so much more to find out about people. Indi addresses how to coax the model toward representing the true roots of people's behavior in order to provide a clear roadmap of where your organization should invest its energies, and also where it shouldn't, allowing you to stretch your limited resources and maximize your precious time. Mental models will also allow you to derive an information architecture from users' tasks that will last 10 years, and get everyone from discordant team members to busy executives on the same page with respect to design and planning. (Presentation given at the August 2012 meeting of a local San Francisco group of designers and writers.)
Empathy is a hot topic in business lately. Teams who go outside their organization to develop empathy for their customers are crafting winning products that deliver on the wants, needs, and desires of their audiences. But empathy not only plays a critical role with those we serve; it also has a vital role inside the team–collaboration is enhanced and individuals are empowered when their own needs and goals are understood.
This panel will explore the science of empathy and discuss how empathy fits inside our teams and outside with those our experiences are meant to serve. We’ll share our perspectives on the positive impact of an empathetic mindset, offer tips on how to cultivate empathy within your own organization, and answer questions you may have. Our moderator is a UX Strategist and our panelists include a Psychiatrist, a UX Research Consultant and Published Author, a Design Executive, and a UX Manager.
Balancing science with person-focused researchIndi Young
Tips you can use in your organization to help bring person-focused (instead of idea- or solution- or data-focused) research into your process. Balance the numbers with the reasons why, the descriptions, and the patterns of human behavior.
Interviews: Stop Thinking and Start ListeningIndi Young
Follow these tips and tricks to get deeper into the interview participant's mind, decision-making, and reactions. Empathy with the people you want to support will guide your design.
Empathy: The Science of Feeling. Do You Have Enough Empathy to Reach Your Ful...UXPA International
Ever wondered what makes some practitioners truly great? Is there something in how they are wired that sets them apart and amplifies their contributions on products, projects, and within organizations?
Our presenters will explore how recent advances in brain science and empathic competency may offer practice owners and businesses measurable ways to hire and cultivate individuals who can make a true difference in the success of their products and teams. The two will share findings from their 2015 survey of more than 500 practitioners throughout Europe, Canada and the United States on the importance of empathy in designing informational environments.
Join our presenters and hear how a conversation about hiring for fit, the role of certifications, and predicting team success resulted in a journey to understand what really makes us tick.
(Participant count will be updated after research fields to reflect actual participant numbers and respondent geographies).
Presented to a group of approx 20 leaders in the field of mentoring at the Friends for Youth Mentoring Conference, Thursday April 18, 2013 in Santa Clara, CA
Designing with Empathy [Beyond Tellerrand 2013]Aaron Gustafson
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.
In this session, Aaron Gustafson will explore why empathy is a good thing, how empathy empowers creativity, and how we, as a community, can inject more empathy into our work.
Design for Change: Empathy as our Guide: Amy Cueva Keynote at Partners Center...Amy Cueva
This presentation was a part of the "Design for Change" track at the October 29, 2015 Partners Center for Connected Health Symposium. The presentation discusses how Empathy can be our guide as we seek to improve health experiences.
You could be a professional graphic designer and still make mistakes. There is always the possibility of human error. On the other hand if you’re not a designer, the chances of making some common graphic design mistakes are even higher. Because you don’t know what you don’t know. That’s where this blog comes in. To make your job easier and help you create better designs, we have put together a list of common graphic design mistakes that you need to avoid.
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Hello everyone! I am thrilled to present my latest portfolio on LinkedIn, marking the culmination of my architectural journey thus far. Over the span of five years, I've been fortunate to acquire a wealth of knowledge under the guidance of esteemed professors and industry mentors. From rigorous academic pursuits to practical engagements, each experience has contributed to my growth and refinement as an architecture student. This portfolio not only showcases my projects but also underscores my attention to detail and to innovative architecture as a profession.
2. A Practical Form of
Empathy
1. Empathy Is Alive and Well
2. Two Types of Empathy
3. Solution-Focused vs.
Person-Focused
4. Easy, Achievable,
Everyday Practice
4. cc by-nc-nd Indi Young, Aug-2013 4Flickr: arbron/74882134, epsos/4890207202, cornelii/3078532943
What does she
mean by “managing
the awkwardness?” I
need to understand
her reasoning there.
I feel her joy!
Landing her
dream job is
fantastic! She’s
worked so hard.
I am trying to have
empathy for these
slow infrequent
travelers boarding
the plane.
5. cc by-nc-nd Indi Young, Aug-2013 5
Intuitive, Reactive
Empathy
2. Two Types of Empathy
6. cc by-nc-nd Indi Young, Aug-2013 6
Intuitive, Reactive
Empathy
Intentional, Constructed
Empathy
2. Two Types of Empathy
7. cc by-nc-nd Indi Young, Aug-2013 7
Intuitive, Reactive
Empathy
Echoing the emotion
another person (or group) is
expressing, because you
have had a similar feeling.
Intentional, Constructed
Empathy
Figuring out how and why
another person thinks and
reacts in certain situations.
2. Two Types of Empathy
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Intuitive, Reactive
Empathy
“I empathize with you about
the layoffs.”
Intentional, Constructed
Empathy
“I see, now, how the team’s
coach is helping them
handle their losses.”
2. Two Types of Empathy
9. cc by-nc-nd Indi Young, Aug-2013 9.
3. Solution-Focused vs. Person-Focused
10. cc by-nc-nd Indi Young, Aug-2013 10.
3. Solution-Focused vs. Person-Focused
11. cc by-nc-nd Indi Young, Aug-2013 11.
Solution Focused Usually Solution
Focused
(Depends on Content)
Person Focused
Generative Stakeholder Interview
Participatory Design, Co-
Design
Observation-as-Participant
Experience Strategy Map
Mental Model Diagram (bottom
part)
Kano Analysis/Graph
Brainstorming
Use Case, Scenario
Swim Lanes
Wireframes
Prototyping
Journey Map / Blueprint
Ethnography (Ride-Along)
Comics, Storyboards
Storytelling
Collage, Timeline, Journey Wall
Mental/Mind Maps
Affinity Diagrams
Customer Interview
Contextual Inquiry
Customer Observation
Personas (unpolluted by tool use)
Diary Study
Mental Model Diagram (top part)
Ethnography (Long Term)
Evaluative Usability Testing
A/B, Multivariate Testing
Remote Testing
Eye Tracking
Competitive Analysis
Content Inventory/Audit
Focus Group
Benchmarks, Comparison
KLM, GOMS
Heuristic/Expert Review
Cognitive Walkthrough
Physical Ergonomics Review
Accessibility Study
Search Analytics
Card Sort
Task Analysis
Contextual Inquiry
Customer Observation
14. cc by-nc-nd Indi Young, Aug-2013 14Flickr: dlytle/2215047019/
4. Easy, Achievable, Everyday Practice
15. The Practice
Flickr: rsepulveda/3024366047
1. Focus All Your Brainpower
2. Follow the Peaks & Valleys
3. Do You Understand?
4. What You Are Looking For
5. Be Supportive
6. Be Respectful
7. Neutralize Your Reactions
8. Address Your Fear
9. Decide How to Conduct
Formal Sessions
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1. Focus All Your Brainpower
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1. Focus All Your Brainpower
Chart from Blog by Andre Ivanchuk, andreivanchuk.com
18. cc by-nc-nd Indi Young, Aug-2013 18
I was more concerned
about not screwing up
than trying to empathize
with the other person.
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2. Follow the Peaks and Valleys
Start the Session with a Broad Topic
Let the Participant Keep Choosing the Direction
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“Why did you decide to attend a particular
performance you went to?”
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Do Not Introduce Topics
Did you attend
this movie with
anyone?
Flickr: oberazzi/3671132195
Do Not Ask Survey Questions
How often do you
attend movies?
How did this movie
compare to other sci-fi
movies you’ve seen?
What is the best sci-fi
movie you’ve seen?
I haven't actually been to a performance in a few months …
probably not since Thor came out in the theatre. I don't know
how long ago that was - summer? [chuckle] I like to go see
sci-fi movies in the theater because the sound is better; the
graphics are better; you can get more immersed in the film—
more than you would if you just watched it on video at home.
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Use the Fewest Number of Words Possible
Don’t Repeat Yourself
I decided to see a documentary. The
reason why I picked that one is, because
it was about a little village in the states ...
in Death Valley with a lot strange people
who thought that the world would collapse
May 2012. I thought it would be cool.
What interested you? What
did you think was cool?
And?
They were extreme; they were into guns. And then, it's
always fun to see all the other people sitting there. I was
there with my friend at the show. There was a group of
elderly men, and then there are the young film students.
Flickr: suttonhoo.blogspot.com/2007/03/open-letter-to-david-plouffe-campaign.html
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Reiterate the Idea to Show Your Attention, Verify,
Encourage More Detail
I went to was Barnum and Bailey's 3 ring circus,
with my wife and our 19 month old. The
performance was probably better than I had
expected. I hadn't been to that since I was really
young, probably 10 years old. The show itself was
good, but some of the stuff I'd seen before. We
really went more just because of our kid. You
become a parent and you re-experience this stuff
with your kid, so it was really fun to be there with
him and watch him react to the show.
It was better than
you expected?
Flickr: usarmyafrica/4348003901
24. cc by-nc-nd Indi Young, Aug-2013 24
Avoid Introducing Words the Participant Hasn’t
Used
Do you ever use your
miles to share your
flight benefits with other
people?
So it was the Cirque Beatles show in Vegas … I
had some frequent flyer mileage that I could use to
get there and back, so I couldn’t pass up the
chance to go!
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Avoid Introducing Words the Participant Hasn’t
Used
commons.wikimedia.org/wiki/file%3ADoctor_consults_with_patient_(7).jpg
26. cc by-nc-nd Indi Young, Aug-2013 26
Never Switch Abruptly
Formula 1 is coming to Austin, and I love racing.
And I want my son be interested in it because I am
interested in it. Maybe he will be; maybe he won't
be. It's … whatever he wants to get into is great,
but I think it'd be cool if we had something to
connect on. So the tickets are like, geez, they sent
out a price survey a few weeks ago trying to gauge
like, “How much was the last performance you
went to?” It was like, “$200 and under, $200-$400,
$400-” and I am like, “Way, way under $200.” So
price definitely - like that's an event I'd love to be a
part of - I don't know if I can justify $200 a ticket.
Great. Earlier you said
people recommend
movies to you. Can
you tell me a specific
example?
27. cc by-nc-nd Indi Young, Aug-2013 27
3. Do You Understand?
You looked
him up?
I think for me it was unexpected. I’ve heard some of his
music, and I like his music ok, but I am not a huge Lyle Lovett
fan. So, it was not a big opportunity for me to finally see him.
But my wife really likes his music, and she’s heard that he
puts on a good show. So, I looked him up, and everybody
was raving about how good of an entertainer he was.
Yeah, I like to know—especially if I am going to pay
something for it. Even a movie—I want to know what I
am looking for. I don't like to be surprised.
Flickr: adactio/28218930
28. cc by-nc-nd Indi Young, Aug-2013 28
4. What You Are Looking For, and Not
Spend Time Here Not Here
Thinking/Reasoning
Reactions
Guiding Principles
Explanations
Statements of Fact
Opinions
Preferences
Conjecture
Generalities
Passive Behaviors
29. cc by-nc-nd Indi Young, Aug-2013 29
5. Be Supportive
Adapt Yourself to the Mood
Flickr: nationalmuseumofamericanhistory/6939157355
30. cc by-nc-nd Indi Young, Aug-2013 30
6. Be Respectful
Resist the Urge to Demonstrate
How Smart You Are
I like to write reviews. I
have a little newsletter
that I send out to all my
friends, since they
appreciate the industry
knowledge I bring to it.
I like to read the reviews every
week, just to find out what’s getting
people’s attention.
31. cc by-nc-nd Indi Young, Aug-2013 31
Avoid Telling Participant He is Wrong
So I agreed to go with her, and it did
turn out to be fun. They had Soft Cell
playing up on stage—I thought those
guys were gone by now. But no, there
they were, playing Painted Love, just
like from when I was a kid.Don’t you mean
Tainted Love?
Flickr: dcoetzee/8445416553
32. cc by-nc-nd Indi Young, Aug-2013 32
7. Neutralize Your Reactions
Notice Your Reactions and Judgments, Then
Dissipate them
Flickr: alastc/7172354533, bmente/2371178527, chumpolo/375892207
33. cc by-nc-nd Indi Young, Aug-2013 33
8. Address Your Fear
yachtingmonthly.com/news/445016/ym-snapper-in-high-speed-boat-smash
34. cc by-nc-nd Indi Young, Aug-2013 34
9. Decide How to Conduct Formal Sessions
One participant at a time
Spoken (remote or in-person) or written
Do not take notes
Do not watch the clock
(Assuming the conversation is recorded)
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3. Verbs First
There is a certain format to the interpretation summaries
Verb + phrases (using about three of the person’s words)
(first person, present tense)
Hope
Attempt
Feel
Argue
Realize
Celebrate
Worry
Look
Rely
Play
41. cc by-nc-nd Indi Young, Aug-2013 41
Interpret Analyze
Select what to include
from the transcript,
figure out what they are
saying, and summarize.
What do I skip?
What was he trying to
tell me?
Is something implied?
How do I clarify it?
How do concepts fit together
across transcripts?
What goes with what?
Are the intents the same?
Was it interpreted wrong?
Do I have to fix the summary,
or split it up?
Is it relevant to the scope?
4. Do Your Analysis Last