empathy 1. define prototype ideate understand test observe implement 2 empathy

EMPATHY

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DEFINE PROTOTYPEIDEATEUNDERSTAND TESTOBSERVE

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EMPATHY

Pacific free clinic story or arbuckle café story

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The trauma nurse’s perspective

Noise

Assertingauthority

Managing patient information

Identity confusion

Crowding & traffic

Trauma

“Many times people just don’t listen to me. I don’t feel like I have authority.”

“Many times people just don’t listen to me. I don’t feel like I have authority.”

“During a 99 there might be 50 people in the room that I have to manage.”

“During a 99 there might be 50 people in the room that I have to manage.”

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An overloaded trauma nurse

To feel authoritative in order to reduce the trauma room traffic to ensure fast, quality patient care.

USER NEEDS

What is it?

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Empathy: the intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another

You can think through the experience of another by understanding them completely

You can feel what another is feeling by immersing yourself completely in an experience

More about it…

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Needfinding: discovering people’s explicit and implicit needs so that you can meet them through your designs

need: a physical, psychological or cultural requirement of an individual or group that is missing or not met through existing solutions

Empathy Methods

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• Understand: read books, articles, watch movies, talk to experts• Interview: Talk to the user• Observe: Observe the user• Immerse: Put yourself in the user’s shoes

Some interview tips…

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• Have a good conversation.• Prompt the person to tell you stories.• Talk about feelings.• Follow up with ‘why?’

Have a good conversation.

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Have a good conversation.

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IntroProjectIntro

Yourself

Build Rapport

Evoke Stories

Explore Emotions

Question Statements

Thank & Wrap-up

The Rules of Engage Club

1st RULE: You do not say ‘usually’ when asking a question.

2nd RULE: You do NOT say ‘usually’ when asking a question.

3rd RULE: If someone says “I think” or states a belief or seems to prefer one thing over another, then the conversation is NOT over. Ask why that’s important.

4th RULE: Only 10 words to a question.

5th RULE: One question at a time.

6th RULE: No binary questions, no leading questions.

7th RULE: A conversation started from one question will go on as long as it has to.

8th RULE: If you’re the only one interviewing, then you HAVE to use a voice recorder to capture!

Seek stories.

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“Tell me about the last time you_______________________.”“Tell me about an experience you’ve had with _______________________.”

Talk about feelings.

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“How did you feel when [x] happened?”

“What were you feeling at that point?”

And always follow-up with ‘why?’

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Practice Interview

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Turn to your partner and interview them about their health regimen. [2 min each]

Remember:• Have a good conversation.• Prompt the person to tell you stories.• Talk about feelings.• Follow up with ‘why?’

Observation

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WHATHOWWHY

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What is this person (or persons) doing?

How are they doing it? Pretend you are describing the picture to someone not looking at it.

Why are they doing it this way? Take a guess. Start to form a story.

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Empathy: The Bird’s Eye View

WHAT (what are they doing in the photo?)

HOW(how are they doing it?)

WHY(why are they doing it this way?

Take a guess!)

-picking root vegetables -smiling, even though it looks bigger than them, it looks fun

-somehow it’s been made into a game…gardening is fun…getting messy is fun to them

concrete emotional

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Empathy: Whose LifeAttribute The Character

Name

Age and Life-Stage

Occupation

Family Situation

Hobbies and Interests

Attitudes towards Health

Key Values

Media Interests (music, movies, etc)

Personal Strengths and Weaknesses

A regular ritual

Loyalty to a brand

A source of pleasure

A habit desired

A habit he/she wants to kick

Something under control

Something out of control