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Workshop: To be Engineers with Empathy
- 1. be an engineer with empathy! and save the world Qonita Shahab, 5 August 2015 Workshop at the University of Indonesia
- 2. Schedule • 11:00 Introduction • 11:45 Assignment • 14:15 Result Presentation • 15:00 Closing • 15:30 End
- 3. ice breaker
- 4. Fold Your Paper into 3 Sections • Draw something on the 1st section • Fold it, give it to someone next to you • Describe what you see in the 1st section and write in one sentence on the 2nd section • Fold it, give it to someone next to you • Open only the 2nd section and draw something on the 3rd section based on the description on the 2nd section • Open the 1st section and compare your drawings
- 5. • Goals & ambitions • Values • Emotions • Beliefs/opinions • Personality • Personal history • Social context (family, friends, colleagues) • Cognitive abilities & limitations Can You Empathize with Them?
- 7. The Turning Point user interface!!! physics engine me (engineer) coworker (engineer) compare yes, this is a better user interface
- 9. To the Other Side • Computer’s intelligence • Human’s needs
- 10. end of personal story
- 11. so you’re still an engineer…
- 12. you ask: “why do we care?”
- 13. Tragic Design • EHR • (electronic health record) software • Why tragic? • 3 nurses worked together • Patients needed 3 hydrations before the strong medicine • All nurses missed the 2 hydrations death
- 14. 38-fold Dosage of Common Antibiotic 1 software 3 users influence?
- 16. empathy: talent or skill
- 17. as a skill: how to?
- 18. (1) go to the field & observe
- 19. Doug Dietz (GE, R&D engineer) makes big MRI and CT scanners. 80% “Mommy, can we come back tomorrow?” 5% REDESIGN
- 21. Stanford students went to India, & saw babies dying due to low weight & hypothermia. • Incubators are in the hospitals • Mothers take the babies home to their villages INNOVATE
- 22. The warmers just weren’t working. The students couldn’t understand why. Cultural: “Western medicine is so powerful!” conversation “21 is powerful enough!” REDESIGN observation (See the product: Embrace infant warmer)
- 23. A biologist had a chat with a fish farmer. • Problem #1: timing • how many times / when is the right time to feed the fish? • Problem #2: amount • if the fish eat too much, they die and the food gets wasted Feeding fish costs too much (reducing profit) due to inefficiency
- 24. “This tool not only automates scheduled feedings with the correct amount of food, it also records every feeding in real-time. You can access the data feed whenever and wherever you are. It eliminates the risk of overfeeding, missed or irregular feedings, providing a solution that is reliable and affordable.” The key: A sensor for measuring fish’s movement when they are hungry (linked to a smartphone app)
- 25. (2) try to be in their shoes
- 26. A doctor found a patient with confused family members asking for the chemo room. ? That direction… ? Another one…?
- 27. He knew that the chemo room is on the 2nd floor & tried the walk himself. REPORT TO MANAGEMENT
- 28. luxury problems?
- 29. Luxury #1: Needs? • Problem • A hassle to search for eating buddies • Feeling vulnerable when reaching out for eating buddies • Solution: Food@Now • A buddy list of acquaintances: who is ready to eat when you are?
- 30. Luxury #2: User Group? • “The software is used by smart people anyway” ?
- 31. Complicated Software (e.g. SAP & SPSS) Enterprise Resource Planning Statistical Analysis
- 32. High Tech Companies (e.g. ASML & SMAC) Designing Semiconductor Designing Electric Motors
- 33. but we need not go too far…
- 34. Start from Your Environment • How many people pressed the call buttons accidentally? • Empathize with older people • How many people are new to smartphones? • Empathize with middle-to-low class people • How many people get lost in the campus? • Empathize with visitors
- 36. #1 Conversation & Observation In Depth Interview Ethnography (reflective) Field Study (environment)
- 37. #2 Trying to be in Their Shoes Experience the system Role Play Experience the Context of Use
- 38. assignment
- 39. You Have 2 Hours to Learn Something • Empathize with their… • Goals & ambitions • Values • Emotions • Beliefs/opinions • Personality • Personal history • Social context (family, friends, colleagues) • Cognitive abilities & limitations
- 40. From People Around You
- 41. In Your Familiar Environment?
- 42. To Do • Choose one: • Conversation & simple observation • Trying to be in their shoes • Work in a group • 5 minutes storytelling • No slides! • Sketches are OK • Photos are OK • 1 minute video is OK
- 43. come back at 14:15
- 44. Summary In Depth Interview #1 Conversation & Observation Ethnography (reflective) Field Study (environment) #2 Trying to be in Their Shoes Experience the system Role Play Experience the Context of Use • Empathize with their… • Goals & ambitions • Values • Emotions • Beliefs/opinions • Personality • Personal history • Social context (family, friends, colleagues) • Cognitive abilities & limitations
- 46. now we can talk about ux ;)
- 47. desirable useful usable needs & goals usability experience
- 48. Choose Your Role & Work with Others (interdisciplinary) All of them are UX! (Dan Saffer)
- 49. Interdisciplinary at the University of Indonesia • Technology • ilmu komputer, teknik elektro, teknik mesin, biologi, kimia, ilmu perpustakaan • User research • psikologi, antropologi, komunikasi, sosiologi, teknik industri (ergonomi) • Stakeholders & community involvement • ekonomi, komunikasi, sosiologi
- 50. You Need Support! • Your lecturers/professors • Educate companies/organizations, government, & investors • Companies, get your C-level people to understand this! • e.g. Philips, Google, Mozilla, Perceptive Software • Product managers • Start your own
- 51. Not Only for Engineers • “A major flaw in contemporary business practice is a lack of empathy inside large corporations. Lacking any sense of empathy, people inside companies struggle to make intuitive decisions and often get fooled into believing they understand their business if they have quantitative research to rely upon.” (Dev Patnaik, “Wired to Care”) • Design Thinking: you don’t have to be trained as a designer • Your field of expertise has a bigger impact
- 52. “Get out of the building!" Javelin Experiment Board
- 53. "It's not about how to make your smartphone screen look cute but it's something that will change the livelihood of millions of people" Gibran, eFishery founder
- 54. References • Stories • www.tragicdesign.com • https://medium.com/backchannel/how-technology-led-a-hospital-to-give-a-patient-38-times-his-dosage- ded7b3688558 • http://engineering.dartmouth.edu/events/investiture/2014/kelley/ • https://www.techinasia.com/this-startup-is-building-smartphone-powered-fishtech-for-indonesias- commercial-aqualife/ • Personal stories • Empathy • Definition: www.wikipedia.org/wiki/Empathy • Empathy quotient: http://personality-testing.info/tests/EQSQ.php • Methods: http://palojono.blogspot.com/2008/04/empathic-design-methods-in-hci.html • TU/e Bachelor’s College: Empathic Design class • Multidisciplinary: http://www.fastcompany.com/1338960/forget-design-thinking-and-try-hybrid- thinking • Thanks to those discovered by Google images
Editor's Notes
- Kohut (1984) “Empathy is the capacity to think and feel oneself into the inner life of another person” Goldman (1993) "The ability to put oneself into the mental shoes of another person to understand her emotions and feelings.“ de Waal (2008) "The capacity to (a) be affected by and share the emotional state of another, (b) assess the reasons for the other’s state, and (c) identify with the other, adopting his or her perspective.” Ickes (1997) “A complex form of psychological inference in which observation, memory, knowledge, and reasoning are combined to yield insights into the thoughts and feelings of others.” Baron-Cohen (2003) “Empathy is about spontaneously and naturally tuning into the other person's thoughts and feelings, whatever these might be.” Schwartz (2002) ”We recognize others as empathic when we feel that they have accurately acted on or somehow acknowledged … our values or motivations, our knowledge, and our skills or competence, but especially as they appear to recognize the significance of our actions in a manner that we can tolerate their being recognized.” Baron-Cohen (2003) Two major elements to achieving empathy: Cognitive component: Understanding the other’s feelings and the ability to take his/her perspective [...] (Links to Theory of Mind) Affective component. This is an observer's appropriate emotional response to another person's emotional state.”
- Build a product (3d game) His focus: how smart the game is (physics engine) My focus: how dumb the game is (difficult to use) Comparison with another ui (spidar) Test over network with & without voice
- S
- A little girl with years of cancer. She had to be given a very strong chemo treatment medicine. This medicine is so strong and so toxic that it requires pre-hydration and post-hydration for three days with I.V. fluid. 3 nurses used the charting software to enter in everything required of them and make the appropriate orders, missed a very critical piece of information. These nurses with over 10 years experience, were too distracted trying to figure out the software they were using, they completely missed it. When the morning nurse came in the next day, she had died of toxicity and dehydration. She had missed 2 shifts of hydration.
- Top 10 US hospital Pediatrician set the dosage 5mg per kg weight, which means the boy would get 5 x 38.6 = 193mg Pharmacist received 193mg, couldn’t approve the order because the available dosage is 160mg, returned it to the pediatrician Pediatrician approved the 160mg, but didn’t notice that the dosage was 160 x 38.6 = 38 tablets Robots worked at the warehouse to get the dosage (per dosage contains 38 tablets), and the huge packages were sent to the boy’s room The nurse was not specialized in general care (ICU rotation), used to work with a team, only saw the IV fluid version of the medicine, went to confirm the barcode on the package and got OK The boy was asked and said he was OK to take so many pills at once The mother of the boy knew that his dosage is 1 pill, but she was away with the boy’s brother, who was more sick, in another floor
- Can
- Can
- The field story: he went to a hospital, and there was a family with a young child who was crying. And he asked what was going on, and he was told that the child was scared of the machine. And it turned out that for 80 percent of the children who had to go through CT scans, they had to call the anesthesiologist to sedate them to get through the machine. He got everyone involved, hired people to train the staff, and in the end he built a new kind of scanner called the Adventure Series, which is the old kind of scanner with stickers on it. And those stickers make the scanner into a pirate ship or a space ship, and then when the kids come in, they say to them: “You’re going to go into the pirate ship. Can you be really quiet? You don’t want to scare the pirates.” It used to be that in this hospital 80 percent of the kids needed to be anesthetized, and it went to 5 percent, all with changing the attitude, understanding what was important to the kids, he was able to change that. He cries: a little girl runs up to her mother and says, “Mommy, can we come back tomorrow?”
- Students Mothers Mothers culturally learned that western medicine was so powerful. The instructions told them to warm it up to 37 and they kept it only up to 21 (the power of western medicine)! Thermometer no longer display degrees. Instead: “not OK” and “OK”. Solved!
- Obvious arrow sign “ruang chemotherapy” Occasionally he went through the same corridor on his way to work at another department, and met another confused group of people One day he decided to try the walk himself, and followed the sign He understood that the sign pointed to the end of a corridor and the chemo room was actually upstairs from that corridor. Another sign “chemo room upstairs” would help He reported the issue to the hospital management and they fixed it
- (hari sabtu, bu rosita, missed call, voice mail panjang bgt)
- Physical context: dusty? noisy? vibration? light? heat? humidity? …. (e.g. ATM) Social context: sharing of files, of displays, in paper, across great distances; work individually; privacy for clients; potential disturbance for people close by Organisational context: hierarchy, IT department’s attitude and remit, user support, communications structure and infrastructure, availability of training Technical context: what technologies will the product need to be compatible with; what technical limitations might be relevant (memory size, response time, speed, …)