Can Data Teach Us Empathy? - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
IT Life
Commentary
6/24/2015
08:36 AM
Ariella Brown
Ariella Brown
Commentary
Connect Directly
Twitter
RSS

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?
2 of 2

(Image: John Hain via Pixabay)

(Image: John Hain via Pixabay)

2 of 2
Comment  | 
Print  | 
Comments
Threaded  |  Newest First  |  Oldest First
kstaron
50%
50%
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.
Ariella
50%
50%
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.
asksqn
50%
50%
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
50%
50%
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. 
Slideshows
IT Careers: 10 Industries with Job Openings Right Now
Cynthia Harvey, Freelance Journalist, InformationWeek,  5/27/2020
Commentary
How 5G Rollout May Benefit Businesses More than Consumers
Joao-Pierre S. Ruth, Senior Writer,  5/21/2020
News
IT Leadership in Education: Getting Online School Right
Jessica Davis, Senior Editor, Enterprise Apps,  5/20/2020
White Papers
Register for InformationWeek Newsletters
The State of IT & Cybersecurity Operations 2020
The State of IT & Cybersecurity Operations 2020
Download this report from InformationWeek, in partnership with Dark Reading, to learn more about how today's IT operations teams work with cybersecurity operations, what technologies they are using, and how they communicate and share responsibility--or create risk by failing to do so. Get it now!
Video
Current Issue
Key to Cloud Success: The Right Management
This IT Trend highlights some of the steps IT teams can take to keep their cloud environments running in a safe, efficient manner.
Slideshows
Flash Poll