Huh? What is this?
Don't worry I had the exact same reaction when I first came across this term. However, in a recent ongoing study, I learned more about empathetic UX research and the importance of exemplifying this value.
Without revealing too much about this case study (I will do another full post for that), I had to work with a chatbot involving sensitive sexual health information.
Empathy, to put it simply, is the ability to put yourself in another person's shoes. Often confused and very different from "sympathy", "empathy" is when one can understand why another person is feeling a certain way.
Of course, nobody is born with this skill! It takes practice and conscious reminders to develop this skill and use it when conducting research.
So why should UX researchers practice empathy in their research? By empathizing with users, researchers are able to put their own biases/egos aside and develop a holistic perspective of the user's experience.
Here are some ways I learned (am still learning) how to practice empathy when conducting user research:
1. Slow down, take your time and actively listen
While we all have timelines to abide by, rushing through interview questions or usability testing could create a non-conducive environment for users to thoroughly interact with the product. Actively listening to what users have to say is different from simply listening. Immerse yourself in the conversation, give the users space to share and ask open-ended questions to encourage disclosure.
2. Observe and engage with users
Attentively observing non-verbal behavior alongside having conversations with users allows a grasp of their feelings and cognitive perspectives.
3. Go easy on yourself, practice makes perfect!
Lastly, take your time! Practice, practice and practice. We do not develop empathetic research skills overnight. It takes lots of trial and error and experience to develop this skill. Be patient with yourself and be conscious about practicing empathy whenever you conduct research.
Remember, your research journey is not about perfection! It's about learning through the ups and downs and making good progress!
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