Achieving empathy with users: the effects of different sources of information

Abstract

This paper describes a comparative study, which explores the influence of different sources of information on design sessions aiming for product concepts for children with autism. Six design teams were informed about children with autism under three conditions: A teams had only background information, B teams had background information and direct contact, and C teams had background information plus a video. Each team conducted a design session resulting in one product concept. These sessions were videotaped, transcribed and analysed for signs of empathy. The proposed product concepts were evaluated by parents and teachers of the children. Results show that the two B teams discussed the user group most intensively, and produced concepts that fitted the user group best. The two A teams made many false assumptions about the user group. One C team discussed the user group intensively and produced a product concept appreciated by caregivers, while the other C team did the opposite. The latter team was not motivated for the session. The results indicate that, and show examples of how, direct contact brings empathy with users to design teams and positively influences the quality of the product concepts they produce. Willingness and motivation of designers are key factors in empathic design.