Page 0: Page 1: Page 2: “designing for the full range of human experience may well be the theme for the next generation of discourse about software design” terry winograd Wright_2008_CHI_Empathy and Experience in HCI Page 3: Empathy means ἐν (en) + πάθος(pathos) "in, at" + "feeling" Wright_2008_CHI_Empathy and Experience in HCI Page 4: The objective of this paper “the implications of these developments with respect to the relationship between designer and user, and in particular what it might mean in the context of experience-centred design to „know the user‟” Wright_2008_CHI_Empathy and Experience in HCI Page 5: User Experience only those aspects of user experience that can be measured and only through measurement and testing understood and improved Measuring Approach Pragmatist Approach experience as the basis of all action and interaction and that generates frameworks for conceptualizing and working with everyday experience Empathic Approach which builds on inspiration achieved from a rich understanding of people’s experiences, dreams, expectations, and life contexts and is developed through a meaningful emotional encounter between designer and user Wright_2008_CHI_Empathy and Experience in HCI Page 6: Social Theory treats Empathy Recognizing, perceiving and feeling the emotion of another • walking in another’s shoes Intersubjective accomplishment • a fusion of horizons between person and text both embedded in the history and culture that shaped them Wright_2008_CHI_Empathy and Experience in HCI Page 7: Pragmatist Knowing and Empathy in HCI “empathy as the human capability to be able to identify oneself with the feelings and ideas of another person” Jane Fulton Suri “a personal connection between designer and user that facilitates seeing and understanding users from their own position and perspective and as people with feelings rather than test subjects“ Tuuli Mattelmäki & Katja Battarbee aesthetic seeing a form of „creative understanding‟ of the other that draws on aesthetic sensibilities Mikhail Bakhtin Wright_2008_CHI_Empathy and Experience in HCI Page 8: Three common characteristics of empathic methods The designer’s orientation to the other person, and whether they are motivated to understand and help Their attention to the affective and emotional in relationships as the empathic response is specifically attuned to the perceived emotions and needs of the other The kind and quality of relationship between designer and user that they propose, most particularly whether it is likely to provide opportunities to attune to the needs and emotional responses of the user Wright_2008_CHI_Empathy and Experience in HCI Page 9: Empathy through Dialogue Empathy through the Imagined Other Empathy through Narrative Wright_2008_CHI_Empathy and Experience in HCI Page 10: Ethnography and ethnography-inspired field work Participant-observation • attempt to build up the kind of relationship, both participant and observer, both close and separate, that allows people to understand what it is like to be the other Technology Biography • participants are visited in their homes and asked to reminisce about their relationship with technology and how this has changed over their lives. Asking people to reminisce in this way evokes stories and personal experiences, which offer the designer a strong sense of what it is like to be the other Cultural probes • interested in understanding what it feels like to be the other • Defamiliarisation Cultural probes in bespoke design • the cultural probes technique as a resource for more direct dialogue with participants Wright_2008_CHI_Empathy and Experience in HCI Page 11: Empathy through Narrative Ethnographic Vignette • short pen pictures of people in a setting have been used to capture the felt experience of working in a pa rticular place or setting Scenario-based design • to capture users and their activities in stories with which designers and users can envision possible design innovations character-driven scenarios • Personae • Abstractions down to unique characters with individual histories, thoughts and feelings Pastiche Scenarios • existing well-known characters drawn from novels, movies and plays, are used as the protagonists in scena rios involving new technology in novel contexts Cultural commentators Wright_2008_CHI_Empathy and Experience in HCI Page 12: Empathy through the Imagined Other Role-play and Experience Prototypes • ways of engaging with imaginary users or imaginary user experiences Autobiographical design • designers can design using their own personal experience as a means of gaining access to a rich interior world of felt life Wright_2008_CHI_Empathy and Experience in HCI Page 13: