Can Data Teach Us Empathy? - InformationWeek

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6/24/2015
08:36 AM
Ariella Brown
Ariella Brown
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Can Data Teach Us Empathy?

Walking a mile in your customers' shoes is the first step toward designing great products. Can data help us get there?
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(Image: John Hain via Pixabay)

(Image: John Hain via Pixabay)

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Ariella
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Ariella,
User Rank: Author
6/29/2015 | 9:33:53 PM
Re: It's Not Rocket Science
@asksqn you'd be surprised at how many simple things people mess up in design because they can't see its use from the perspective of someone new to it. That goes for both high tech things and for low-tech designs, like layouts and displays in stores. The idea is also not just to find if people experience frustration but to find exactly at which points. 
asksqn
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asksqn,
User Rank: Ninja
6/29/2015 | 8:05:24 PM
It's Not Rocket Science
Wow.  Fixing what is not broken seems to be the mantra of industry.  It needs to parse reams of data just to figure out that customers want a product with ease of use?  Seriously?  I have to wonder if the people doing the coding have ever actually left their seats and gotten away from a computer monitor for longer than a few minutes per day.

 

 
Ariella
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Ariella,
User Rank: Author
6/25/2015 | 11:55:25 AM
Re: Intuiting the client
@kstaron Yes, you've hit exactly on why there's a need for this kind of approach to understanding what it feels like on the customer or user end of things. It's not just to find out if they found the experience wanting but to poinpoint what exactly introduced stress. Without that one may know something is broken but not exactly which part should be fixed.
kstaron
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kstaron,
User Rank: Ninja
6/25/2015 | 11:38:38 AM
Intuiting the client
Now this is an interesting turn of events. I like the idea of integrating empathy as a part of product design of clients. So often I've dealt with people that know they didn't like something but couldn't say why in a way that might let you fix it. Worse, the few who expected you to intuit why they dislike it. As a consumer I know there have been times when I get frustrated with a site and leave but would have problems stating which feature exactly frustrated me too. This looks like a great way to solve those pesky frustrations for everyone.
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