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On empathy: Defining empathy and its role in design research

UXAustralia
March 15, 2019

On empathy: Defining empathy and its role in design research

UXAustralia

March 15, 2019
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  1. On empathy Unpacking the ‘empathise’ phase: understanding empathy, how it

    works and when to use it Sarah Stokes Research Principal & Business Coach @sarahlucystoked
  2. Empathy connects us, it enhances understanding and deepens relationships Mandatory

    skills for design researchers and essential for humanity @sarahlucystoked
  3. What is empathy really? What about empathy in business? What

    does empathy look like in practise? 1 2 3 @sarahlucystoked
  4. We are in the midst of a generational shift in

    behaviour due to the uptake in everyday use of technology. @sarahlucystoked Now is a good time context
  5. 7 Here is a good place We are in a

    position of influence to impact the design of future experiences @sarahlucystoked context
  6. –Simon Baron-Cohen “Empathy is like a universal solvent. Any problem

    immersed in empathy becomes soluble” @sarahlucystoked context
  7. What is empathy really? Broadening your perspective and enriching how

    you perceive the world What is empathy really? @sarahlucystoked
  8. Part of the confusion Pity Sympathy Empathy Compassion Acknowledge Care

    Feel Take action Poor you Sorry for your loss I feel your pain, I understand…. I want to do something about it What is empathy really? @sarahlucystoked
  9. A brief history • Began as Einfühlung to ‘empathy’ in

    1909 • Turned to aesthetic appreciation to psychology • Then from neuroscience to politics • To human centred design and business What is empathy really? @sarahlucystoked
  10. Hard-wired At least 10 parts of the brain closely relate

    to empathy MRI studies have shown that couples can feel one another pain Mirror neurones were discovered in in the ‘90s in Macaque monkeys The right supramarginal gyrus helps us distinguish our emotions from another’s What is empathy really? @sarahlucystoked
  11. Emotional Feeling how another feels An automatic drive we have

    to respond to another’s emotions A trait rather than a skill What is empathy really? @sarahlucystoked
  12. What is empathy really? Cognitive Understanding another’s perspective A conscious

    drive to accurately understand another A skill that can be learnt @sarahlucystoked
  13. The dark side Without the emotional aspect, cognitive empathy is

    the stuff of torturers and psychopaths What is empathy really? @sarahlucystoked
  14. –Daniel Goleman “Empathy represents the foundational skill for all social

    competencies important for work” Empathy in the organisation @sarahlucystoked
  15. Empathy Index Published in HBR, measuring ethics, leadership, company culture,

    brand perception, and public messaging through social media. In 2016 Facebook was top of the index Empathy in the organisation @sarahlucystoked https://hbr.org/2016/12/the-most-and-least-empathetic-companies-2016
  16. -Belinda Parmar “Empathy has emerged as an important facet of

    corporate behaviour and you can’t manage empathy if you don’t measure it.” Empathy in the organisation @sarahlucystoked
  17. …continues to be the key to addressing business challenges and

    personal engagement. Resulting in a more engaged workforce and, ultimately, a healthier, more robust business (Measured by flexibility, diversity and engagement) Empathy in the organisation State of Workplace Empathy 2018 @sarahlucystoked https://info.businessolver.com/empathy-2018-executive-summary#gref
  18. My hypothesis Empathy in the organisation Those who work in

    and around design research are well-placed to lead the charge and be an instrument for empathy in the organisation. (thereby enhancing the organisations ‘humanity’) @sarahlucystoked
  19. Cultural change is hard Empathy is a people thing Empathy

    in the organisation @sarahlucystoked
  20. Design researchers’ connect organisations to their customers Cultural change is

    hard Empathy in the organisation @sarahlucystoked Empathy is a people thing
  21. It takes inspiration and action at the top-down and bottom-

    up to effect change Empathy is now a valuable organisational tool, but still for many it is just rhetoric Empathy can be confused with mass measures like NPS Empathy in the organisation @sarahlucystoked A company culture doesn't necessarily determine the level of empathy output
  22. Less field research Empathy in the organisation Focussing on products

    and evaluation over people Faster delivery expected @sarahlucystoked
  23. Longitudinal involvement Empathy in the organisation Moving from the business

    to the customer perspective Less need to explain the process Involved earlier in the process @sarahlucystoked
  24. Indicators of an organisation strong on empathy • Reuse and

    sharing of insights • Respect and understanding of the customer Empathy in the organisation • Inclusive design / diversity of input • When the research happens • Engagement levels @sarahlucystoked
  25. • Empathy for customers everyone’s job • Identify your champions

    • Share customer stories widely - spread empathy • Aim for empathy as a strategic tool Empathy in the organisation @sarahlucystoked
  26. What does empathy look like in practise? . Opens you

    up to greater understanding of yourself and the world. Empathy in practise @sarahlucystoked
  27. –Stephen Covey “In empathic listening, you listen with your ears,

    and more importantly, listen with your eyes and with your heart” Empathy in practise @sarahlucystoked
  28. Accept yourself Be curious, non-judgmental, flexible Be open: you don’t

    have to agree to understand what someone is saying 1 2 3 Empathy in practise @sarahlucystoked
  29. Apply empathy by finding patterns and walking in their shoes

    Empathy in practise @sarahlucystoked Indi Young Practical Empathy
  30. Reasoning: Thinking, decision-making, motivations, thought processes, rationalisation. Reaction: Responses to

    something—mostly emotional, some behavioural. Guiding Principle: Belief that guides decisions. Empathy in practise @sarahlucystoked Indi Young Practical Empathy
  31. –Indi Young, Practical Empathy Repeat the clearest stories you’ve heard.

    When you open your mouth, other people’s voices will come out. An important part of your job is to ‘pollinate.’ Get these perspectives out among the people of your organisation who need them. Empathy in practise @sarahlucystoked
  32. A catalyst for change LISTEN | UNDERSTAND | REFLECT |

    SHARE | TAKE ACTION Empathy in practise @sarahlucystoked
  33. Cultivate curiosity Empathise with people different to you Practise the

    craft of conversation Seek experiential adventures Travel in your arm chair Be contagious, it starts with you! 1 2 6 5 4 3 Empathy, why it matters and how to get it Roman Krznaric Empathy in practise @sarahlucystoked