Bring Empathy To Your UX

Daniel Schwarz explains the difference between empathy and sympathy and shows us how to practise empathy-driven design

Empathy is a fundamental quality that all designers must have if they have any hope of designing truly valuable products. But what does empathy actually mean and how can we actionably use it as a method of conducting user research and acquiring insights?

First, let’s set up a definition of empathy by comparing it to sympathy.

When we learn of a problem and think that the bearer of that problem is undeserving of it, this is called sympathy. As a result, we might wish that the problem didn’t exist, although since we’re not able to really experience its impact – after all, it’s not our problem – we might not know how or even be that motivated to solve it. However, we can change this by altering a fundamental part of our human behaviour.

WE CAN EMPATHISE

Empathy is sympathy but on a deeper level, where we not only listen and feel bad for the bearer of the problem but we listen and also feel what they’re feeling, whether that be fear, anxiety, relief or whatever. Being on the same emotional wavelength forms a bond with the bearer – although it still isn’t our problem, we feel as if we’re in the situation together. This means that not only do we understand the problem a little better but we are now much more motivated to solve it. In other words, we become emotionally invested.

Atticus Finch, from the classic novel To Kill a Mockingbird, said: “You never really understand a person until you consider things from his point of view… until you climb into his skin and walk around in it.” When Bruce Wayne was afraid of bats, it was only because he didn’t understand the bats’ motivations and so, by becoming The Batman and in turn empathising with them, he was able to understand their motivations. And as a result he was no longer afraid of them. Almost literally, he became the user.