EMPATHY

EMPATHY

Pacific free clinic story or arbuckle café story

The trauma nurse’s perspective Identity confusion “During a 99 there might be 50 people in the room that I have to manage.” Crowding & traffic Asserting authority “Many times people just don’t listen to me. I don’t feel like I have authority.” Trauma Managing patient information Noise

An overloaded trauma nurse USER NEEDS An overloaded trauma nurse To feel authoritative in order to reduce the trauma room traffic to ensure fast, quality patient care.

What is it? Empathy: the intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another You can think through the experience of another by understanding them completely You can feel what another is feeling by immersing yourself completely in an experience

More about it… Needfinding: discovering people’s explicit and implicit needs so that you can meet them through your designs need: a physical, psychological or cultural requirement of an individual or group that is missing or not met through existing solutions

Empathy Methods Understand: read books, articles, watch movies, talk to experts Interview: Talk to the user Observe: Observe the user Immerse: Put yourself in the user’s shoes

Some interview tips… Have a good conversation. Prompt the person to tell you stories. Talk about feelings. Follow up with ‘why?’

Have a good conversation.

Have a good conversation. Intro Project Intro Yourself Build Rapport Evoke Stories Explore Emotions Question Statements Thank & Wrap-up

The Rules of Engage Club 1st RULE: You do not say ‘usually’ when asking a question. 2nd RULE: You do NOT say ‘usually’ when asking a question. 3rd RULE: If someone says “I think” or states a belief or seems to prefer one thing over another, then the conversation is NOT over. Ask why that’s important. 4th RULE: Only 10 words to a question. 5th RULE: One question at a time. 6th RULE: No binary questions, no leading questions. 7th RULE: A conversation started from one question will go on as long as it has to. 8th RULE: If you’re the only one interviewing, then you HAVE to use a voice recorder to capture! 1st RULE: You do not talk about fight club. 2nd RULE: You DO NOT talk about fight club. 3rd RULE: If someone says “STOP” or goes limp or taps out, the fight is over. 4th RULE: Only two guys to a fight. 5th RULE: One fight at a time. 6th RULE: No shirts, no shoes. 7th RULE: Fights will go on as long as they have to. 8th RULE: If this is your first night at fight club, you HAVE to fight.

Seek stories. “Tell me about the last time you_______________________.” “Tell me about an experience you’ve had with _______________________.”

Talk about feelings. “How did you feel when [x] happened?” “What were you feeling at that point?”

And always follow-up with ‘why?’

Practice Interview Turn to your partner and interview them about their health regimen. [2 min each] Remember: Have a good conversation. Prompt the person to tell you stories. Talk about feelings. Follow up with ‘why?’

Observation

WHATHOWWHY What is this person (or persons) doing? How are they doing it? Pretend you are describing the picture to someone not looking at it. Why are they doing it this way? Take a guess. Start to form a story.

Empathy: The Bird’s Eye View concrete emotional WHAT (what are they doing in the photo?) HOW (how are they doing it?) WHY (why are they doing it this way? Take a guess!) -picking root vegetables -smiling, even though it looks bigger than them, it looks fun -somehow it’s been made into a game…gardening is fun…getting messy is fun to them

Empathy: Whose Life Attribute The Character Name Age and Life-Stage Occupation Family Situation Hobbies and Interests Attitudes towards Health Key Values Media Interests (music, movies, etc) Personal Strengths and Weaknesses A regular ritual Loyalty to a brand A source of pleasure A habit desired A habit he/she wants to kick Something under control Something out of control