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Designing with Empathy [Beyond Tellerrand 2013]

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Every decision we make affects the way real people experience our products. We’ve all heard the rallying cry for user-centered design, but even those of us who ascribe to that ideal often fall back on our own biases and instincts when it comes to making decisions about how people experience our content and our services. Sadly, this often means we make decisions we think will be good for our "users"—that anonymous, faceless crowd—rather than actually trying to understand the perspectives, surroundings, capabilities, and disadvantages of the actual people who we are here to serve. In this session, Aaron Gustafson will explore why empathy is a good thing, how empathy empowers creativity, and how we, as a community, can inject more empathy into our work.

Text of Designing with Empathy [Beyond Tellerrand 2013]

2. Photo Credit: Stuck in Customs 3. DesigningEmpathywith 4. Design Art _Photo Credit: faith gobleImage Credit: L.e.e 5. Art serves the ArtistPhoto Credit: Abby Lanes 6. Ive been amazed at howoften those outside thediscipline of design assumethat what designers do isdecorationlikely becauseso much bad design simplyis decoration. Good designisnt. Good design isproblem solving. Jeffrey Veen 7. design/dzn/To devise for a specific function or endClassical: To indicateMedieval Latin: designare, to mark out 8. David Carsonhas been calledthe mostinfluentialgraphic designerof our timesPhoto Credit: Marc Eckardt for FontShop, Berlin. 9. It was Art 10. It was Ego 11. subjective,personal, andself-indulgentPhoto Credit: Marc Eckardt for FontShop, Berlin. 12. Your ego is abad designer. Christopher Butler 13. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html 14. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html 15. http://demo.northkingdom.com/ihuvudetpatoyota/index_en.html 16. Just because you candoesnt mean you shouldPhoto Credit: harald walker 17. communicatenot alienateDesign toPhoto Credit: altemark 18. Designisnt aboutshowing offPhoto Credit: Laurence & Annie 19. Design = Creativityfor Communication 20. DesigningEmpathywith 21. empathy/em-p-th/From the Greek empathia meaningstate of emotion 22. empathy/em-p-th/The action of understanding, beingaware of, being sensitive to, andvicariously experiencing the feelings,thoughts, and experience of another without having the feelings, thoughts,and experience fully communicated inan objectively explicit manner 23. Empathy requires listeningPhoto Credit: [phil h] 24. Empathy requires questioningPhoto Credit: [phil h] 25. Empathy requires observationPhoto Credit: [phil h] 26. Empathy requires intuitionPhoto Credit: [phil h] 27. Empathy requires patiencePhoto Credit: [phil h] 28. Perspectiveis everythingPhoto Credit: ZeroOne 29. Ego is a shieldPhoto Credit: Dunechaser 30. Empathy begins withvulnerability. And beingvulnerable, especially inour work, is fuckingterrifying. Sara Wachter-Boettcher 31. Trust makesvulnerabilityproductive 32. empathy/em-p-th/The action of understanding, beingaware of, being sensitive to, andvicariously experiencing the feelings,thoughts, and experience of another without having the feelings, thoughts,and experience fully communicated inan objectively explicit manner 33. empathy/em-p-th/The action of understanding, beingaware of, being sensitive to, andvicariously experiencing the feelings,thoughts, and experience of another without having the feelings, thoughts,and experience fully communicated inan objectively explicit mannerAlso: the capacity for this 34. John Rawls1921-2002 35. Empathy is aboutshowing solidaritywith others whohave a one and onlylife on this planet. Jeremy Rifkin 36. Solidarity requirescommunicationPhoto Credit: LeonArts.at 37. Tribes 38. TribesReligious Groups 39. TribesReligious GroupsNation States 40. TribesReligious GroupsNation StatesGlobal Community 41. Photo Credit: United Nations Development ProgrammeGlobal responsewithin 3 hours 42. Selfishness is a survival instinctPhoto Credit: Malingering 43. Photo Credit: Stuck in CustomsWe are able to empathize byseeing ourselvesin others. 44. Photo Credit: oleMirror neuronsenable us towalk thatproverbial mile 45. In UX, we usepersonas tohelp us empathizePersonas foster empathyCredit: Kevin OConnor 46. They alsofrequentlydevolveinto anothername forthe userPhoto Credit: Tinker*Tailor loves Lalka 47. Personasneed tobe real.They needto behuman.Photo Credit: code poet 48. User Scenarios =situational empathyPhoto Credit: Sergiu Bacioiu 49. User scenarios =situational empathyKitty: Sergiu Bacioiu; Fire: Mr. TheklanUser Scenarios =situational empathy 50. aDesign isproblemsolvingPhoto Credit: Unhindered by Talent 51. Call out therelevant facts:Bob is a mechanicHe is left- handedHe wants to look upparts info (andpossibly order areplacement part)while under a carPhoto Credit: Neil. Moralee 52. Photo Credit: FrisnoWe only need enough detailto be able to put ourselves inhis shoes. 53. We only need enough detailto be able to put ourselves inhis shoes.Who caresabout hismacchiatoaddiction?Photo Credit: Frisno 54. We want info on hisgoals,needs,circumstances,outside influences,distractions, andlimitations.Photo Credit: Neil. Moralee 55. User scenarios help usempathize in a productive wayPhoto Credit: Chris Garrison 56. Photo Credit: Horia Varlan 57. Set a performance budgetPhoto Credit: Gunnar Ries 58. Photo Credit: schoschieAuthor appropriate content 59. Photo Credit: lastquestConsider physical limitations 60. Photo Credit: CaptPiperFacilitate satisfaction 61. Photo Credit: andrechinnDont createunnecessarybarriers 62. Credit: XKCDDont forceyour agendaon yourcustomers 63. Support commonassistivetechnologyCredit: windsordi 64. Help users learn toaccomplish complextasks andrewardthem fordoing so.Credit: pasukaru76 65. Progressive Reductionhttp://layervault.tumblr.com/post/42361566927/progressive-reduction 66. Progressive Reductionhttp://layervault.tumblr.com/post/42361566927/progressive-reduction 67. Progressive Reductionhttp://layervault.tumblr.com/post/42361566927/progressive-reduction 68. What is hateful to you,do not to your fellowman. That is the entirelaw; all the rest iscommentary.JudaismDo unto others as youwould have them dounto you.ChristianityNo one of you is abeliever until hedesires for his brotherthat which he desiresfor himself.IslamThe Golden RuleHurt not others inways that you yourselfwould find harmful.Buddhism 69. [Progressive enhancement]keeps the design open tothe possibilities of sexinessin opportune contexts,rather than starting withthe whole experience thatmust be compromised. Ben Hoh 70. EgalitarianismEquality of opportunity,not equality of outcome 71. DesigningEmpathywith 72. Thank you 73. Designing with Empathyby Aaron [email protected] reading:http://readlists.com/820c6ff1http://adaptivewebdesign.infohttp://blog.easy-designs.netSlides available athttp://slideshare.net/AaronGustafsonThis presentation is licensed underCreative CommonsAttribution-Noncommercial-Share Alike 3.0except where otherwise notedflickr Photo Creditshttp://www.flickr.com/photos/aarongustafson/galleries/72157633153882514/http://www.flickr.com/photos/aarongustafson/galleries/72157633161513316/

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