Customer Experience Design: Empathy

In Customer Experience Design, we care about customers at an emotional level. We ask questions like: “How might we help customers as if we were their family?” or “How might we help customers so that they feel more confident deciding something?” The more emotionally-attached we are to the customer’s problems, the more empathetic we become, and the more desirable the experience is. Empathy can be done through various methods, including Ethnographic and Participatory Research: Interviewing, Contextual Inquiry, Fly-on-the-Wall, Walk-a-Mile Immersion, and Think-aloud-Testing.

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