your job during empathy….

understand someone who in many ways is very unlike yourself.

see the world from someone else’s shoes.

the intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another

empathy: what?

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empathy is:

feeling what the other person is feeling.

mirroring their expression, their opinions, and their hopes.

empathy: what?

8

to discover people’s explicit and implicit needs so that you can meet them through your design solutions.

empathy: why?

designers approach empathy . . .

without judgment

with a beginner’s eyes

with curiosity

optimistically

respectfully

empathize: how?

immerse. observe. engage.

empathize: how?

immerse yourself in the situations and experiences your

user has

School examples: carrying water like Cambodians, sleeping outside like the

homeless, ….

immerse. observe. engage.

empathize: how?

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observe what your user is doing,how s/he is doing it,

and what prompted the behavior

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to uncover people’s explicit and implicit needs so that you can question them

observe: why?

what is this person (or persons) doing?Notice what is happening both with the person and the context he/she is functioning within.

how are they doing it? pretend you are describing the picture to someone not looking at it.

why are they doing it this way? take a guess. start to form a story. then ask.

what :: how :: why

WHAT (what are they

doing in the photo?)

HOW(how are they

doing it?)

WHY(why are they doing it this way? Take a

guess!)

-little girl picking root vegetables

-she’s smiling, even though it looks bigger than them, it looks fun

-somehow it’s been made into a game…gardening is fun…getting messy is fun to her?

observing inferring

immerse. observe. engage.

empathize: how?

engage with your users to learn who they are

School examples: empathy tour of a new city, Skype chat with someone around the world, special guest to

class

tell me about the last time you _________?

tell me about an experience you’ve had with _________?

seek stories

how did you feel when _________ happened?

what were you feeling at that moment?

talk about feelings

really? can you tell me why that matters?

say more about that . . . I see . . . do you know why you think that?

follow up with “why?”

IntroProjectIntro

Yourself

Build Rapport

Evoke Stories

Explore Emotions

Question Statements

Thank & Wrap-up

anatomy of an interview

sneak peak to the next mode

quotes & defining words

actions & behaviors feelings & emotions

thoughts & beliefs

what you seeyour user, body language, artifacts

what you hear quotes, stories, key words, contradictions

what you feel that your user is feelingemotions, beliefs, confusion

capture your findings

immerse. observe. engage.

and capture.

empathize nowLunch interviews start at noon. You have until then to introduce yourselves and to make a team plan.

You are welcome to email me photos that you capture to print out.

Good luck!