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Building Empathy: Scaling User Research for Organizational Impact

Authors:

Ariel Liu,

Victoria Schwanda Sosik,

Khadine SinghAuthors Info & Claims

CHI EA '18: Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems

Paper No.: CS03, Pages 1 - 7

https://doi.org/10.1145/3170427.3174352

Published: 20 April 2018 Publication History

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Abstract

Building user empathy in a tech organization is crucial to ensure that products are designed with an eye toward user needs and experiences. The Pokerface program is a Google internal user empathy campaign with 26 researchers that helped more than 1500 employees-including engineers, product managers, designers, analysts, and program managers across more than 15 sites-have first-hand experiences with their users. Here, we discuss the goals of the Pokerface program, some challenges that we have faced during execution, and the impact we have measured thus far.

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References

[1]

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Asif Baki, Patrick Bowen, Brianna Brekke, Ferrall-Nunge, Gueorgi Kossinets, Jens Riegelsberger, Nina Weber, and Marissa Mayer. 2013. Project Pokerface: Building a User-Centered Culture at Scale. In Extended Abstracts of the SIGCHI Conference on Human Factors in Computing Systems (CHI '13). ACM, New York, NY, USA.

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P. Bosch-Sijtsema and J. Bosch. 2015. User Involvement throughout the Innovation Process in High-Tech Industries. Journal of Product Innovation Management 32, 5 (2015), 793--807.

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Cited By

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Drouet LBongard-Blanchy KKoenig VLallemand C(2022)Empathy in Design Scale: Development and Initial InsightsExtended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491101.3519848(1-7)Online publication date: 27-Apr-2022
https://dl.acm.org/doi/10.1145/3491101.3519848
Scheepmaker LKender KFrauenberger CFitzpatrick GKitamura YQuigley AIsbister KIgarashi TBjørn PDrucker S(2021)Leaving the Field: Designing a Socio-Material Toolkit for Teachers to Continue to Design Technology with ChildrenProceedings of the 2021 CHI Conference on Human Factors in Computing Systems10.1145/3411764.3445462(1-14)Online publication date: 6-May-2021
https://dl.acm.org/doi/10.1145/3411764.3445462
Mahamuni RGanwani SLobo SDas BVerma RHirom UMantry SJadhav M(2021)Service Design for Scale—Overcoming Challenges in Large-Scale Qualitative User ResearchDesign for Tomorrow—Volume 210.1007/978-981-16-0119-4_8(91-103)Online publication date: 27-Apr-2021
https://doi.org/10.1007/978-981-16-0119-4_8
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Index Terms

Building Empathy: Scaling User Research for Organizational Impact
1. Human-centered computing

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Published In

CHI EA '18: Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems

April 2018

3155 pages

ISBN:9781450356213

DOI:10.1145/3170427

General Chairs:
Regan Mandryk
University of Saskatchewan, Canada
,
Mark Hancock
University of Waterloo, Canada
,
Program Chairs:
Mark Perry
Brunel University London, UK
,
Anna Cox
University College London, UK

Permission to make digital or hard copies of part or all 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 third-party components of this work must be honored. For all other uses, contact the Owner/Author.

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 20 April 2018

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CHI '18

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SIGCHI

CHI '18: CHI Conference on Human Factors in Computing Systems

April 21 - 26, 2018

Montreal QC, Canada

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CHI EA '18 Paper Acceptance Rate 1,208 of 3,955 submissions, 31%;

Overall Acceptance Rate 6,164 of 23,696 submissions, 26%

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Drouet LBongard-Blanchy KKoenig VLallemand C(2022)Empathy in Design Scale: Development and Initial InsightsExtended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491101.3519848(1-7)Online publication date: 27-Apr-2022
https://dl.acm.org/doi/10.1145/3491101.3519848
Scheepmaker LKender KFrauenberger CFitzpatrick GKitamura YQuigley AIsbister KIgarashi TBjørn PDrucker S(2021)Leaving the Field: Designing a Socio-Material Toolkit for Teachers to Continue to Design Technology with ChildrenProceedings of the 2021 CHI Conference on Human Factors in Computing Systems10.1145/3411764.3445462(1-14)Online publication date: 6-May-2021
https://dl.acm.org/doi/10.1145/3411764.3445462
Mahamuni RGanwani SLobo SDas BVerma RHirom UMantry SJadhav M(2021)Service Design for Scale—Overcoming Challenges in Large-Scale Qualitative User ResearchDesign for Tomorrow—Volume 210.1007/978-981-16-0119-4_8(91-103)Online publication date: 27-Apr-2021
https://doi.org/10.1007/978-981-16-0119-4_8
MacDonald CHarrison SBardzell SNeustaedter CTatar D(2019)User Experience (UX) Capacity-BuildingProceedings of the 2019 on Designing Interactive Systems Conference10.1145/3322276.3322346(187-200)Online publication date: 18-Jun-2019
https://dl.acm.org/doi/10.1145/3322276.3322346

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Recommendations

Empathy and Mindfulness: Potential Antecedents to Authentic Leadership

Empathy in Service Design: Prompting Employees' Empathy with Users through Love and Breakup Declarations

Building theory about IT professionals: is a taxonomy or typology the answer?