Empathy Mapping Research Articles

Putting “First Peoples” First: Participatory Design of a Digital Storytelling System for Inuvialuit Communities

ABSTRACTThis poster presents a community‐focused participatory design methodology as a basis for developing a digital storytelling system for the Inuvialuit Settlement Region in Canada's Western Arctic. It provides an overview of the various stages of digital storytelling system prototype design informed by an Inuvialuit elder's storytelling gathering and a community experience open house. Among the prototype redesign ideas are empathy maps we are using to allow us to connect stories with designs and community needs in mind.

Applying team-based learning combined with empathy map to improve self-directed learning skills

BackgroundLifelong learning is essential for cultivating conscientious nurses. Because self-directed learning is significantly correlated with lifelong learning, it is necessary to enhance nursing students’ self-directed learning skills after graduation. This study examined the effectiveness of an integrated team-based learning and empathy mapping teaching strategy in a Psychiatric Nursing course for enhancing students’ self-directed learning skills and academic performance.MethodsA quasi-experimental design was used. The subjects of the study were 89 third-year nursing students who enrolled in a course on Psychiatric Nursing. Data were collected from September 22, 2021 to January 31, 2022. The participants were recruited using purposive sampling and divided into experimental group and control group. The pre- and post-test learning outcomes of nursing students were evaluated with the Self-Directed Learning Instrument (SDLI).ResultsThe experimental group performed significantly better than the control group on the dimensions of “identifying learning resources,” “monitoring learning progress,” and “interpersonal communication,” (p < .05) as revealed by the results. Additionally, the students enhanced their self-directed learning skills (p = .038) and academic performance (p < .001).ConclusionsThe integrated team-based learning and empathy mapping teaching strategy significantly enhanced the self-directed learning skills and academic performance of nursing students.

Could the utilization of Empathy Maps and Personas enhance the requirement elicitation process

There is a growing interest in the use of Design Thinking (DT) to enrich requirements elicitation processes. We carried out a quasi-experiment to compare the Effectiveness of Brainstorming sessions in terms of the number of ideas of requirements generated, and the Identified Stakeholders, complementing the Brainstorming sessions with two of the most widely used DT techniques: Empathy Maps and Personas. Therefore, we consider three treatments: Personas + Brainstorming, Empathy Maps + Brainstorming, and Brainstorming alone (control group). The quasi-experiment was carried out with 74 students enrolled in the Bachelor of Computer Engineering course at the Universitat Politècnica de València in 2021. The results reveal a statistically significant effect on Identified Stakeholders when using Empathy Maps. Descriptive analysis also shows an increase in Identified Stakeholders when using Personas, and in the Effectiveness of Brainstorming sessions when used together with Empathy Maps or Personas. There is also a variation in the type of ideas, with the number of functional ideas being higher, and that of non-functional ideas being lower when Empathy Maps are used. These results seem to indicate that Brainstorming sessions are improved when complemented with Empathy Maps or Personas techniques. Nonetheless, we still lack enough evidence to recommend either Personas or Empathy Maps, necessitating further validation.

Navigating Alert Fatigue: A Case Study in Electronic Health Record Alert Design Optimization.

Clinical decision support (CDS) systems play a crucial role in enhancing patient outcomes, but inadequate design contributes to alert fatigue, inundating clinicians with disruptive alerts that lack clinical relevance. This case study delves into a quality improvement (QI) project addressing nursing electronic health record (EHR) alert fatigue by strategically redesigning four high-firing/low action alerts. Employing a mixed-methods approach, including quantitative analysis, empathy mapping sessions, and user feedback, the project sought to understand and alleviate the challenges posed by these alerts. Virtual empathy mapping sessions with clinical nurses provided valuable insights into user experiences. Qualitative findings, CDS design principles, and organizational practice expectations informed the redesign process, resulting in the removal of all four identified disruptive alerts and redesign of passive alerts. This initiative released 877 unactionable disruptive nursing hours, emphasizing the significance of proper alert design and the necessity for organizational structures ensuring sustained governance in healthcare system optimization.

Entrepreneurship after prison: It’s complicated

Entrepreneurship is increasingly seen as a creative solution for individuals after they have been released from prison given the difficulties they face in finding viable employment. However, considering that entrepreneurship inherently involves maneuvering around and overcoming obstacles, it is likely an even more complicated endeavor for these individuals. A thick problem description of entrepreneurship after prison is needed to better understand the unique challenges associated with this unconventional entrepreneurial journey. Drawing on the existing literature coupled with semistructured interviews with five individuals who started businesses after being incarcerated, we utilize an empathy mapping tool to explicate our findings. We then outline key insights and offer recommendations on how to move forward.

KAJIAN TEORITIS : FENOMENA GERAI ES TEH MANIS YANG MENJAMUR MELALUI PENDEKATAN STRATEGI KOMUNIKASI PEMASARAN BERBASIS EMPATHY MAPPING BAGI PELAKU UMKM DI KOTA TANGERANG

This research provides a theoretical study of empathy mapping-based marketing communication strategies carried out by MSMEs in Tangerang City with simple products such as sweet iced tea. On average, MSME actors who are used as objects in this research have used Instagram as a promotional medium. The description of this theoretical study brings the concept of empathy mapping closer. From the results of surveys and interviews conducted, there is a concept of "quick opening" which prioritizes efficiency itself so that it attracts and emotionally engages customers

Analisis Profil Konsumen Menggunakan Empathy Map Pada Startup Prove Fragrance

In Indonesia, the cosmetics industry has experienced significant revenue growth in recent years, including in the perfume product category. One of the local brands that has emerged is Prove, but the company has experienced a recent decline in sales. Prove feels that the products they currently offer do not meet the desires and needs of the market segments they target. Despite establishing segmentation and targeting, in practice, this has not increased their sales. This research aims to identify the problems faced by Prove by analyzing their consumer profiles. The goal is for Prove to understand the desires and needs of consumers who constitute their market segments. The research method used is a descriptive qualitative approach. Data was collected through field observations and interviews with predetermined informants using purposive sampling method. This research utilizes Empathy Maps with several indicators such as seeing, hearing, thinking and feeling, saying and doing, customer pain, and customer gain. The research findings indicate that consumers generally observe sales and promotions of perfume products both online and offline, while Prove's products themselves are found in social media posts. Informants prefer the Sequoia variant due to its long-lasting aroma and simple yet elegant design. However, some consumers complain about the Aoife variant, which they find less fresh and with a short-lived scent. Before purchasing perfume, consumers tend to seek information first. Some risks they worry about include Prove products not being registered with the BPOM, products being damaged during shipping, and errors in delivery. Keywords: Cosmetic Industry, Customer Profile, Empathy Map, Perfume

A Novel AI Approach for the Systematic Creation of Empathy Maps

The utilization of Empathy Maps in User Experience and Design Thinking is becoming commonplace. They can be seen as a valuable tool to help developers better understand the user’s requirements. During the interaction design, it is essential to have a thorough knowledge of what the user wants, which might be difficult to gather or portray to others. In this sense, Empathy Maps visually represent the user’s information, attitude, and behavior. Nevertheless, creating Empathy Maps can become tedious, as this usually requires the involvement of a group of people with expert knowledge, deeply analyzing the information elicited from the user. This is the reason why most Empathy Maps are created manually. A first literature analysis reports that there are still no specific tools to generate Empathy Maps automatically, although there are technologies to take on this challenge. In this paper, we present a tool for automatically generating an initial version of an Empathy Map that can help speed up the capture of explicit knowledge, and then it can be further worked on by the development team. The tool creates the Empathy Map from an audio interview, featuring audio transcription technology and natural language processing. More specifically, this paper includes the architecture, a proof of concept, and user testing, reporting numerical evidence and promising results to corroborate the proposal’s feasibility, reaching an overall accuracy of 86% at classification.

Challenges of Implementing Packaging Design in Rural Food Entrepreneurship Owned by Underprivileged Women – A Case Study

This project was implemented to help low-income and underprivileged women grow their small businesses. This project aims to identify and analyse the problems faced by underprivileged women, focusing on food packaging. The participants were from Kampung Pinggan Jaya, Kuching Sarawak in Malaysia, who run small and medium food businesses. The food categories were based on dry and frozen foods, which were mainly homemade. The participants were housewives aged between 30 and 45 years with low monthly household incomes ranging from US $45 (MYR 200) to US $168 (MYR 750). Thus, the project's main objective is to improve product packaging to establish itself in the local market. Empathy mapping was the technique of choice as it demonstrates collaborative visualisation. Consequently, an entrepreneurship workshop was organised to identify potential products and participants interested in the project. Some problems and constraints during project implementation were due to financial concerns, attitudes, and illiteracy.

Stakeholders and issue management utilization in mining industry: Case study warehouse PT Freeport Indonesia

This research proposed the improvement of warehouse operations by employing a comprehensive analysis of stakeholders and implementing an issue management framework. The three-dimensional model of stakeholder identification and salience is applied to evaluate the attributes of power, legitimacy, and urgency among key stakeholders: customer, warehouse crew, and transportation crew. Utilizing tools like Empathy Map and Stakeholder Maps, the study gains insight into stakeholder perspectives and relationships within the material management environment. The analysis explains the crucial role of the warehouse crew in connecting and managing relationships. The Issue Management Framework, supported with Empathy Maps, is used to identify and address potential issues, while Stakeholder Maps aid in prioritizing solutions. The research concludes with a strategic plan and providing a holistic approach to potential challenges. The findings emphasize proactive measures to prevent stockouts and lateness of material services, proposing a direct material delivery system and regular training programs for customers to enhance understanding and reduce errors in material orders.

INVESTIGATING THE IMPACT OF INNOVATION TECHNOLOGIES IN LOGISTICS (CROSSING TRANSPORTATION MODEL: CASE STUDY OF THE LANGARA - KENDARI ROUTE)

Konawe Islands is a regency in the Southeast Sulawesi Province. This area heavily relies on Kendari City, the provincial capital, to support daily necessities, recreational activities, and higher education pursuits for the people of Konawe Islands. Wooden boats and ferries serve as the primary means of transportation for the locals. However, during harsh weather, only ferries is operational. Yet, there have been loading violations on ferries, increasing the risk to maritime safety. This research aims to formulate ways to address loading issues on ro-ro ferries along the Langara-Kendari route, ensuring compliance with laws and facilitating smooth cargo distribution. The distribution system is structured based on the method persona user and empathy mapping. Research findings indicate that distribution service users require a freight forwarder for large-scale cargo and consolidation for smaller-scale loads. Therefore, the author recommends the use of applications like Uber, Grab, and Uber to resolve this issue.

The findings of the marketing analysis academic library’s services

The author accomplished the marketing analysis of academic library services as the case study of Cherepovets State University Library, a flagship university of Vologda Region. She characterizes the status of library services, strengths and weaknesses, opportunities and threats, challenges and expectations of modern library users. The novelty of the article lies in the use of marketing analysis tools and the results obtained. The practical value of library services for users is revealed. With four criteria, namely demographic, geographic, psychographic and behavioral, the target user of university library services is characterized in detail. The author applies the research methods of analysis, comparison, observation, Google survey, in-depth interview, and empathy mapping. Four levels of university library services aree analyzed based on the “service pyramid”. The quantitative findings of marketing research are provided. The author demonstrates that despite most students prefer electronic communications, they do not ignore the hybrid, online and offline, mode of interaction with the library. She also shows that modern academic library users are emotionally neutral towards the library services. Recommendations are offered for the further development of academic library services.

Empathy rules, maps and paths: A qualitative exploration of the factors that facilitate or inhibit empathy and prosocial responding among youth.

The aim of this study is to explore young people's perspectives on the factors that facilitate or inhibit empathy and prosocial responding among youth. Qualitative focus groups (n = 29) were undertaken with Irish young people aged 13-17 years relating to their views on the factors that facilitate or inhibit the expression of empathy. Parents, friends, and social media were found to be key influences, whereas barriers identified included societal norms, gender norms, lack of skill, or knowledge and target characteristics. This research provides important insights into adolescents' perceptions of the social correlates of empathy. Concepts from the sociology of empathy, such as empathy maps and paths, are helpful in drawing out the implications for future research and practice.

PENERAPAN METODE BUSINESS MODEL CANVAS DAN PETA EMPATI PADA USAHA MIKRO KECIL DAN MENENGAH (UMKM) KEBAB DURIAN UCOK

The research explores the development of a business model for UMKM Kebab Durian Ucok using business model canvas analysis, empathy maps, and gap analysis. As an MSME, Kebab Durian Ucok plays an important role in the national economy. Understanding the business model, customer needs, and identifying performance gaps is critical to Kebab Durian Ucok's continued growth and competitiveness.The study begins by providing an overview of the challenges faced by Kebab Durian Ucok as MSMEs in the food industry and emphasizing the importance of strategic planning in business. This study provides an overview and relevance of business model canvas analysis, empathy maps, and gap analysis of business competition.The research framework begins with digging up internal information related to the initial description of the strategy and business model that will produce a value proposition, then an analysis of customer insights with an empathy map is carried out to obtain information from the external side that will produce a customer value proposition, from these results a gap analysis is carried out. The gap is then used as material for evaluating the improvement of the strategy using the new business model canvas.The results obtained are in the form of nine block elements of the UMKM Kebab Durian Ucok canvas business model, the needs and desires of customers consisting of product taste, price suitability, product variety, fresh durian content, texture, and service, as well as the gap between the value proposition and the customer's value proposition. The gap is in the aspects of product attractiveness, information reach, price suitability, and service. The recommended business model strategy is the addition of value proposition, key activities, channels, and key partners element blocks.

Facilitating person‐centred care: integrating an electronic client feedback tool into continuous quality improvement processes to deliver client‐responsive HIV services in the Democratic Republic of Congo

AbstractIntroductionEngaging communities in the design, implementation and monitoring of health services is critical for delivering high‐quality, person‐centred services that keep people living with HIV engaged in care. The USAID‐funded Integrated HIV/AIDS Project in Haut‐Katanga (IHAP‐HK) integrated an electronic client feedback tool into continuous quality improvement (CQI) processes. We aimed to demonstrate this system's impact on identifying and improving critical quality‐of‐care gaps.MethodsThrough stakeholder and empathy mapping, IHAP‐HK co‐designed a service quality monitoring system—comprising anonymous exit interviews and ongoing monitoring through CQI cycles—with people living with HIV, facility‐based providers and other community stakeholders. IHAP‐HK trained 30 peer educators to administer oral, 10‐ to 15‐minute exit interviews with people living with HIV following clinic appointments, and record responses via the KoboToolbox application. IHAP‐HK shared client feedback with facility CQI teams and peer educators; identified quality‐of‐care gaps; discussed remediation steps for inclusion in facility‐level improvement plans; and monitored implementation of identified actions. IHAP‐HK tested this system at eight high‐volume facilities in Haut‐Katanga province from May 2021 through September 2022.ResultsFindings from 4917 interviews highlighted wait time, stigma, service confidentiality and viral load (VL) turnaround time as key issues. Solutions implemented included: (1) using peer educators to conduct preparatory tasks (pre‐packaging and distributing refills; pulling client files) or escort clients to consultation rooms; (2) limiting personnel in consultation rooms during client appointments; (3) improving facility access cards; and (4) informing clients of VL results via telephone or home visits. Due to these actions, between initial (May 2021) and final interviews (September 2022), client satisfaction with wait times improved (76% to 100% reporting excellent or acceptable wait times); reported cases of stigma decreased (5% to 0%); service confidentiality improved (71% to 99%); and VL turnaround time decreased (45% to 2% informed of VL results 3 months after sample collection).ConclusionsOur results showed the feasibility and effectiveness of using an electronic client feedback tool embedded in CQI processes to collect client perspectives to improve service quality and advance client‐responsive care in the Democratic Republic of Congo. IHAP‐HK recommends further testing and expansion of this system to advance person‐centred health services.

A Web-Based Stratified Stepped Care Platform for Mental Well-being (TourHeart+): User-Centered Research and Design.

Internet-based mental health interventions have been demonstrated to be effective in alleviating psychological distress and promoting mental well-being. However, real-world uptake and engagement of such interventions have been low. Rather than being stand-alone interventions, situating internet-based interventions under a stratified stepped care system can support users to continue with mental health practice and monitor their mental health status for timely services that are commensurate with their needs. A user-centered approach should be used in the development of such web-based platforms to understand the facilitators and barriers in user engagement to enhance platform uptake, usability, and adherence so it can support the users' continued adoption and practice of self-care for their mental health. The aim of this study was to describe the design process taken to develop a web-based stratified stepped care mental health platform, TourHeart+, using a user-centered approach that gathers target users' perceptions on mental self-care and feedback on the platform design and incorporates them into the design. The process involved a design workshop with the interdisciplinary development team, user interviews, and 2 usability testing sessions on the flow of registration and mental health assessment and the web-based self-help interventions of the platform. The data collected were summarized as descriptive statistics if appropriate and insights are extracted inductively. Qualitative data were extracted using a thematic coding approach. In the design workshop, the team generated empathy maps and point-of-view statements related to the possible mental health needs of target users. Four user personas and related processes in the mental health self-care journey were developed based on user interviews. Design considerations were derived based on the insights drawn from the personas and mental health self-care journey. Survey results from 104 users during usability testing showed that the overall experience during registration and mental health assessment was friendly, and they felt cared for, although no statistically significant differences on preference ratings were found between using a web-based questionnaire tool and through an interactive chatbot, except that chatbot format was deemed more interesting. Facilitators of and barriers to registering the platform and completing the mental health assessment were identified through user feedback during simulation with mock-ups. In the usability testing for guided self-help interventions, users expressed pain points in course adherence, and corresponding amendments were made in the flow and design of the web-based courses. The design process and findings presented in the study are important in developing a user-centric platform to optimize users' acceptance and usability of a web-based stratified stepped care platform with guided self-help interventions for mental well-being. Accounting for users' perceptions and needs toward mental health self-care and their experiences in the design process can enhance the usability of an evidence-based mental health platform on the web.

Identify Customer Element Through Empathy Map and User Persona

Identifying customers’ needs and problems can give big impact to company producing suitable product and service. Shifting consumer needs after the pandemic has resulted in companies needing to redefine customer segments and relationships to provide maximum service. Empathy map and user persona are the tools that can help redefine the customer characteristics and developing the customer element in the business model of the company. This paper aims to define the customer segment and element of a service company after the pandemic time. This research using qualitative method by interviewing the customers as the key value to develop the customers element The result of this paper shows that through elements of empathy maps, the company can define how costumers feel, think, say, do and needs about the service of the company. Then company using figure of user persona to create the image of future customers of the company. The result of this research is that the company can redefine the customer element, customer segment and customer relationship, in its business model that can be used for the future product development. Empathy map and User persona make the company aware that customers' point of view is a sector worth considering in developing potential target markets in the future.

Improving children’s mental and physical health through holistic lifestyle changes during lockdown

Coronavirus disease (COVID-19) pandemic and the lockdown has brought about a sense of fear and anxiety around the globe. The anxiety and fear extends to much more than being infected by the virus. Children between the ages of 8 - 12, being very young, may find it difficult to comprehend the sudden change in their life. From having online classes, to being isolated and away from friends and classmates, it has changed the dynamics of their lifestyle completely. In the literature review and primary research conducted on the user groups, the paper discusses the various impacts and negative lifestyle changes faced by children due to the lockdown and how this has led to increased screen time, strained mental and physical health and a disruption in the children's overall lifestyle. Probable solutions to overcome the adversities faced by children are discussed in this paper whilst taking into account the data analysed from the surveys and interviews. To do so, some of the key tools that have been used are mind mapping - to understand the topic, empathy mapping and saturated walls to synthesise the analysed data and prototyping to build the solution. After this, a long term solution was designed through the making of UNLOCK - an active interaction board game that encourages children to incorporate good lifestyle habits and set balanced routine tasks that include mental and physical stimulation and exercise.

Informing mHealth and Web-Based Eating Disorder Interventions: Combining Lived Experience Perspectives With Design Thinking Approaches.

App-based interventions designed to prevent and treat eating disorders have considerable potential to overcome known barriers to treatment seeking. Existing apps have shown efficacy in terms of symptom reduction; however, uptake and retention issues are common. To ensure that apps meet the needs and preferences of those for whom they were designed, it is critical to understand the lived experience of potential users and involve them in the process of design, development, and delivery. However, few app-based interventions are pretested on and co-designed with end users before randomized controlled trials. To address the issue, this study used a highly novel design thinking approach to provide the context and a lived experience perspective of the end user, thus allowing for a deeper level of understanding. In total, 7 young women (mean age 25.83, SD 5.34, range 21-33 years) who self-identified as having a history of body image issues or eating disorders were recruited. Participants were interviewed about their lived experience of body image and eating disorders and reported their needs and preferences for app-based eating disorder interventions. Traditional (thematic analysis) and novel (empathy mapping; visually depicting and empathizing with the user's personal experience) analyses were performed, providing a lived experience perspective of eating disorders and identifying the needs and preferences of this population in relation to app-based interventions for eating disorders. Key challenges and opportunities for app-based eating disorder interventions were also identified. Findings highlighted the importance of understanding and identifying problematic eating disorder symptoms for the user, helpful practices for recovery that identify personal values and goals, the role of social support in facilitating hope, and aspects of usability to promote continued engagement and recovery. Practical guidance and recommendations are described for those developing app-based eating disorder interventions. These findings have the potential to inform practices to enhance participant uptake and retention in the context of app-based interventions for this population.

Integrating User Stories in the Design of Augmented Reality Application

Agile development methodology has become popular among software developers. Some non-agile developers integrate certain agile and design thinking practices in their development. Among these practices include identifying personas, creating empathy and journey maps and writing user stories. This research adopts the Design Science Research Methodology, focusing on integrating agile and design thinking practices in generating quality user stories in the design of augmented reality (AR) applications. An integrated development process is modelled and applied in an example application, an AR application for student welfare services events. The study goes through the process of eliciting user requirements by identifying user personas, creating empathy maps and customer journeys and writing user stories as part of the discovery stage of the AR application development. The user stories are evaluated by fifteen agile practitioners based on fourteen criteria adapted from Quality User Story Framework. The user stories are scored and assessed to determine the level of quality.