Overview
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Learn about the importance of empathy toward customers, explore ways to build empathy skills, and learn about becoming an advocate to create a culture of empathy.
Syllabus
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Introduction
- Empathy and user experience
- What is empathy?
- How empathy relates to UX
- Where is your starting point?
- Empathy in life
- Empathy for customers/users
- Empathy through research and interaction
- Empathy for colleagues
- Dealing with the pain of empathy
- Going deeper: UX for good
- Choosing methods to tell a story
- Involve stakeholders in research
- In-person vs. remote research
- Example: Experiencing empathy in research sessions
- Managing emotional research
- Empathy through flexibility
- Going deeper: Empathy for career success
- Storytelling with research findings
- Designing with empathy
- Example: Personas
- Example: Customer journey maps
- Use your empathy for good
