User Experience Design

CHAPTER 17SHARED EMPATHY PLAY: How do I grow the collective user empathy of my organization?

User empathy is an organization‐wide responsibility. The best user‐centered innovation happens when every individual within an organization—across all departments, from the junior hires to the most senior staff—rallies around a common purpose and desire to make an impact for their users. UXReactor’s “Shared Empathy” play allows you to measure, increase, and sustain your organization’s place on the empathy scale, increasing user satisfaction while decreasing internal product churn.

Why Do You Need a Shared Empathy play?

This play will allow your business to:

• Create a purpose‐driven organization;
• Innovate in a user‐centric manner;
• Deliver more value‐driving outcomes for the business;
• Sustainably increase empathy at scale.

who are the key players in the shared empathy play?

ROLE	WHO’S INVOLVED	RESPONSIBILITIES
DRIVER	Experience strategist	Implement methods to measure empathy; Orchestrate activities for increasing empathy; Establish systems for sustaining empathy.
CONTRIBUTOR	Experience design practitioners, cross‐functional teams	Support and participate in activities. ...