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Writer's pictureNell Rodney

How can designers cultivate empathy in their creative process?

I like to think of empathy as the core of any good design solution. It enables a connection between designers and users; thereby ensuring that needs are met and problems are solved.



photo of hands coming together with red paint in the shape of a big heart
Photo by Tim Marshall on Unsplash


But, what exactly is empathy?


The Merriam -Webster Dictionary defines empathy as:

The action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experiences of another.

Brene Brown, author and researcher puts it like this,

Empathy fuels connection.

And this is just what we need when solving our users’ problems. We need a connection. A connection to what users might be experiencing. We of course, won’t be able to experience a particular situation exactly as our users do but we are able to understand and connect with them to the best of our ability through thorough research.


Empathy… not sympathy.


We’re often sympathetic toward our peers, loved ones, and others in a less fortunate situation than our own. When a friend is ill and unable to perform her usual tasks, we offer up our condolences and we comment on how awful it must be that she’s feeling the way she is. When we see a foreigner lost in a train station and unable to read directions in the local language, we might make another comment about how confused he must be. We might even make a sad face when making the comment. But that’s it. The feeling ends right there. There is no real connection to their pain or frustration. On the other hand, an empath might feel inclined to assist in some way because they have now stepped into the shoes of the affected. They might even remember a time when they were in such situations themselves. They allow themselves to imagine or vicariously experience what others are going through.


So how can we master the art of empathy or become more empathetic?


A white banner bearing the words "we hear you" in uppercase
Photo by Jon Tyson on Unsplash


Empathy, I believe, is an innate trait in all people. Whether all people are empathethic is another question. As designers, we want to practice and master the skill of empathy. The key is to intentionally practice it everyday. We can master the art of empathy by:


Listening more.

Listen to what others have to say; not just with our ears but also with our hearts.


Releasing any preconceived notion.

Approach others as a blank canvas, with an open mind, and free of judgement.


Being keen on body language and facial expressions.

May we never forget that non-verbal communication, in most cases, speak much louder than words.


Intentionally observing the people around us and considering what they might be feeling.

Instead of scrutinising how someone might have done something, think about what their why might be. Consider the possible circumstances that could have led to their actions.


Spending time around empathetic/caring people.

Iron sharpens iron. The more time we spend in the presence of our peers, the more we tend to mimic their behaviour and how they think. That’s not always a bad thing. Spend time around people with the traits or skills you desire to hone.


Doing kind acts.

Intentionally practice kind acts no matter how small they might seem to you. The truth is, the smallest act of kindness may leave the biggest impression to someone in need. And that’s who we design for; people in need, people with a need.


Interacting with a wide range of people.

Interacting with people from various walks of life, cultural backgrounds, ages, races, you name it will have a positive impact on the way you see the world. It should make you more aware and appreciative of the issues, aspirations, beliefs, needs, etc. of others.


The bottom line…

As designers, we really need to practice empathy in our daily lives to better understand our users and to design with them in mind.

We spend a lot of time designing the bridge, but not enough time thinking about the people who are crossing it.

-Dr. Prabhjot, Director of Systems Design at the Earth Institute.


Did we really create a solution if we didn’t consider our users?

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