Empathy-based design approaches

Tizneem Jiancaro

pp. 43-60

in: Michael Filimowicz, Veronika Tzankova (eds), New directions in third wave human-computer interaction 2, Berlin, Springer, 2018

Abstract

In roughly 20 years, the concept of empathy has grown from virtual obscurity in design circles into a valuable new approach. Empathy in design is being promoted within new and existing methodologies, for the purposes of fostering understanding and spurring innovation. This has occurred as HCI shifts toward more creative, playful, and meaningful applications that cross boundaries between work and home.For the designer, empathy represents an open, experiential way of knowing the user. As an interplay of feelings between people, it is deeply subjective; not a replacement for objective inquiry but a complement to it.This chapter begins with a theoretical discussion of empathy, including the definition of high-level empathy; then shifts to a practical survey of design approaches. These include the following: a four-stage empathy framework; user-sensitive inclusive design; empathy-based participatory design; empathy-oriented co-design; and empathic product design. The chapter ends with a discussion of related challenges and recommendations. For designers of technological and business solutions, empathy remains one of the few ways to answer the crucial question: what is an experience like for you?