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Designing
     Empathy
    with




Aaron Gustafson
@aarongustafson
adaptivewebdesign.info
Photo Credit: Stuck in Customs
Designing
 Empathy
with
Design ≠   Art _


Image Credit: L.e.e                      Photo Credit: faith goble
Photo Credit: Abby Lanes




    Art serves the Artist
“ I’ve been amazed at how
 often those outside the
 discipline of design assume
 that what designers do is
 decoration—likely because
 so much bad design simply
 is decoration. Good design
 isn’t. Good design is
 problem solving.”
          – Jeffrey Veen
de·sign  
/dəˈzīn/

To devise for a specific function or end

Classical: To indicate

Medieval Latin: designare, to mark out
David Carson
has been called
“the most
influential
graphic designer
of our times”


         Photo Credit: © Marc Eckardt for FontShop, Berlin.
Designing with Empathy [Breaking Development Orlando 2013]
Designing with Empathy [Breaking Development Orlando 2013]
It was Art
It was Ego
“ subjective,
  personal, and
  self-indulgent”




         Photo Credit: © Marc Eckardt for FontShop, Berlin.
“ Your ego is a
 bad designer.”
   – Christopher Butler
http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html
Designing with Empathy [Breaking Development Orlando 2013]
Designing with Empathy [Breaking Development Orlando 2013]
Just because you can
doesn’t mean you should




                    Photo Credit: harald walker
Photo Credit: altemark




Design to




            communicate
            not alienate
Photo Credit: Laurence & Annie




Design
isn’t about
showing off
Design = Creativity
for Communication
Designing
 Empathy
with
em·pa·thy
/ˈem-pə-thē/

From the Greek empathia meaning
“state of emotion”
em·pa·thy
/ˈem-pə-thē/

The action of understanding, being
aware of, being sensitive to, and
vicariously experiencing the feelings,
thoughts, and experience of another …
without having the feelings, thoughts,
and experience fully communicated in
an objectively explicit manner
Empathy requires listening
                         Photo Credit: [phil h]
Empathy requires questioning
                          Photo Credit: [phil h]
Empathy requires observation
                          Photo Credit: [phil h]
Empathy requires intuition
                         Photo Credit: [phil h]
Empathy requires patience
                        Photo Credit: [phil h]
Perspective
is everything




                Photo Credit: ZeroOne
Ego is a shield
                  Photo Credit: Dunechaser
“ Empathy begins with
  vulnerability. And being
  vulnerable, especially in
  our work, is fucking
  terrifying.”
  – Sara Wachter-Boettcher
Trust makes
vulnerability
productive
em·pa·thy
/ˈem-pə-thē/

The action of understanding, being
aware of, being sensitive to, and
vicariously experiencing the feelings,
thoughts, and experience of another …
without having the feelings, thoughts,
and experience fully communicated in
an objectively explicit manner

Also: the capacity for this
John Rawls
 1921-2002
“ Empathy is about
  showing solidarity
  with others who
  have a one and only
  life on this planet.”
        – Jeremy Rifkin
Designing with Empathy [Breaking Development Orlando 2013]
Solidarity requires
 communication


                      Photo Credit: LeonArts.at
Global Community

  Nation States

Religious Groups

     Tribes
Global response
 within 3 hours


             Photo Credit: United Nations Development Programme
Selfishness is a survival instinct




                              Photo Credit: Malingering
Photo Credit: Stuck in Customs




      We are able to empathize by
      seeing ourselves
      in others.
Mirror neurons
       enable us to
       walk that
       proverbial mile




Photo Credit: Éole
Personas foster empathy

    In UX, we use
     personas to
  help us empathize


                      Credit: Kevin O’Connor
They also
frequently
devolve
into another
name for
“the user”


               Photo Credit: Tinker*Tailor loves Lalka
Personas
                           need to
                           be real.

                          They need
                            to be
                           human.
Photo Credit: code poet
User Scenarios =
                               situational empathy




Photo Credit: Sergiu Bacioiu
User Scenarios =
                             situational empathy
                                            User scenarios =
                                           situational empathy


Kitty: Sergiu Bacioiu; Fire: Mr. Theklan
Design is
problem
 solvinga




    Photo Credit: Unhindered by Talent
Call out the
relevant facts:
Bob is a mechanic

He is left- handed

He wants to look up
parts info (and
possibly order a
replacement part)
while under a car
                      Photo Credit: Neil. Moralee
We only need enough detail
to be able to put ourselves in
his shoes.




                            Photo Credit: Frisno
We only need enough detail
to be able to put ourselves in
his shoes.

Who cares
about his
macchiato
addiction?
                            Photo Credit: Frisno
We want info on his
• goals,
• needs,
• circumstances,
• outside influences,
• distractions, and
• limitations.
                        Photo Credit: Neil. Moralee
User scenarios help us
empathize in a productive way




                          Photo Credit: Chris Garrison
Photo Credit: Horia Varlan
Set a performance budget




                      Photo Credit: Gunnar Ries
Author appropriate content


                       Photo Credit: schoschie
Consider physical limitations




                           Photo Credit: lastquest
Facilitate satisfaction




                      Photo Credit: CaptPiper
Don’t create
unnecessary
barriers




               Photo Credit: andrechinn
Don’t force
your agenda
on your
customers




              Credit: XKCD
Support common
assistive
technology




                 Credit: windsordi
Help users learn to
accomplish complex
tasks and
reward
them for
doing so.
                      Credit: pasukaru76
Progressive Reduction




               http://layervault.tumblr.com/post/42361566927/progressive-reduction
Progressive Reduction




               http://layervault.tumblr.com/post/42361566927/progressive-reduction
Progressive Reduction




               http://layervault.tumblr.com/post/42361566927/progressive-reduction
Hurt not others in         Do unto others as you
ways that you yourself     would have them do
would find harmful.        unto you.
           –Buddhism                 –Christianity



       The Golden Rule
No one of you is a         What is hateful to you,
believer until he          do not to your fellow
desires for his brother    man. That is the entire
that which he desires      law; all the rest is
for himself.               commentary.
                  –Islam                  –Judaism
Designing with Empathy [Breaking Development Orlando 2013]
“ [Progressive enhancement]
 keeps the design open to
 the possibilities of sexiness
 in opportune contexts,
 rather than starting with
 the ‘whole’ experience that
 must be compromised.”
                    – Ben Hoh
Egalitarianism
Equality of opportunity,
not equality of outcome
Designing
 Empathy
with
Thank you
Designing with Empathy
                          by Aaron Gustafson
                           @AaronGustafson
                            Further reading:
                     http://readlists.com/820c6ff1
                     http://adaptivewebdesign.info
                      http://blog.easy-designs.net
                             Slides available at
                  http://slideshare.net/AaronGustafson
                    This presentation is licensed under
                            Creative Commons
               Attribution-Noncommercial-Share Alike 3.0
                      except where otherwise noted

                        flickr Photo Credits
http://www.flickr.com/photos/aarongustafson/galleries/72157633153882514/
http://www.flickr.com/photos/aarongustafson/galleries/72157633161513316/

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