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Nurturing empathy between UX design teams and users in digitally-mediated user research

Published: 29 September 2018 Publication History

Abstract

Creating an empathic, holistic understanding of the user experience and communicating it within the design team is a constant challenge in UX design projects. This paper explores the potential of digital tools to support designers and researchers in this task. We explored the needs of different stakeholders in semi-structured interviews and hosted an ideation workshop to generate design ideas for suitable software tools. Based on the resulting insights and ideas, we implemented a first prototype that balances individual feedback visualizations with detailed user profiles, a user journey and a communication feature. The prototype was assessed in seven focus groups with a total of 26 participants and with the AttrakDiff questionnaire. We found out that the persona view, the user journey view and the flexible filters of our prototype allowed designers to gain a insightful picture of users' experiences. Future work is needed to better understand how digitally-mediated empathic relationships evolve over the long term.

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Cited By

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  • (2024)Situating Empathy in HCI/CSCW: A Scoping ReviewProceedings of the ACM on Human-Computer Interaction10.1145/36870528:CSCW2(1-37)Online publication date: 8-Nov-2024

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cover image ACM Other conferences
NordiCHI '18: Proceedings of the 10th Nordic Conference on Human-Computer Interaction
September 2018
1002 pages
ISBN:9781450364379
DOI:10.1145/3240167
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Published: 29 September 2018

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Author Tags

  1. empathy
  2. evaluation
  3. interdisciplinary teams
  4. participatory design
  5. user experience

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NordiCHI'18
NordiCHI'18: Nordic Conference on Human-Computer Interaction
September 29 - October 3, 2018
Oslo, Norway

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NordiCHI '18 Paper Acceptance Rate 59 of 240 submissions, 25%;
Overall Acceptance Rate 379 of 1,572 submissions, 24%

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  • (2024)Situating Empathy in HCI/CSCW: A Scoping ReviewProceedings of the ACM on Human-Computer Interaction10.1145/36870528:CSCW2(1-37)Online publication date: 8-Nov-2024

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