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- research-articleJune 2024
Empathy in Service Design: Prompting Employees' Empathy with Users through Love and Breakup Declarations
CHIWORK '24: Proceedings of the 3rd Annual Meeting of the Symposium on Human-Computer Interaction for WorkJune 2024, Article No.: 19, Pages 1–14https://doi.org/10.1145/3663384.3663388Effectively prompting empathy from service employees towards users is a challenging yet essential endeavor to support user-centric approaches plebiscited by service companies. In this study, we investigate to which extent emotional and engaging users’ ...
- research-articleMay 2023
Using Empathy-Centric Design in Industry: Reflections from the UX Researcher, the Client, and the Method Expert
EmpathiCH '23: Proceedings of the 2nd Empathy-Centric Design WorkshopApril 2023, Article No.: 10, Pages 1–9https://doi.org/10.1145/3588967.3589130Empathic design provides tools and frameworks supporting designers to understand users’ experiences with products or services. However, how does one hand over this empathic understanding of users to other internal stakeholders shaping the service ...
- extended-abstractApril 2023
The EmpathiCH Workshop: Unraveling Empathy-Centric Design
- Luce Drouet,
- Wo Meijer,
- Aisling Ann O'Kane,
- Aneesha Singh,
- Thiemo Wambsganss,
- Andrea Mauri,
- Himanshu Verma
CHI EA '23: Extended Abstracts of the 2023 CHI Conference on Human Factors in Computing SystemsApril 2023, Article No.: 366, Pages 1–7https://doi.org/10.1145/3544549.3573796EmpathiCH aims to bring together and blend a diverse set of expertise to develop a new research agenda in the context of “Empathy-Centric Design”. Building on the discussions that emerged in the previous edition, the main research objective is to form a ...
- posterApril 2022
Empathy in Design Scale: Development and Initial Insights
CHI EA '22: Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing SystemsApril 2022, Article No.: 373, Pages 1–7https://doi.org/10.1145/3491101.3519848Empathy towards users is crucial to the design of user-centered technologies and services. Previous research focused on defining empathy and its role in the design process for triggering empathy for end-users. However, there is a lack of empathy ...
- posterApril 2022
Physical Journey Maps: Staging Users’ Experiences to Increase Stakeholders’ Empathy towards Users
CHI EA '22: Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing SystemsApril 2022, Article No.: 344, Pages 1–7https://doi.org/10.1145/3491101.3519630Customer Journey Mapping is a widespread service design tool that synthesizes and communicates user research insights to stakeholders. In its common form, a journey map is a synthetic (typically non-interactive) visualization of the key steps of the ...