From the course: Empathy in UX Design
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Dealing with the pain of empathy
- We've talked about the many ways you can build and use your empathy superpowers for good. But as an empathic UXer, I can tell you that sometimes empathy is difficult and painful. For a number of years, I was involved in a project that involved user research with disaster survivors. The goal of the product was to improve the way that disaster survivors in the future could reach out and get assistance. I would go and meet with people whose homes had been damaged or destroyed by hurricanes, tornadoes, flooding, or any other of a number of different types of natural disasters. When the project started, I had been doing user research for 15 years and had gained skills in remaining properly neutral and objective as I did that research. Yet, when I did those studies and participants tearfully recounted their experiences, it was hard for me not to cry too. And more than once, I paused the research script for a moment to say…
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