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Embedding with empathy

Wahlgren, Ingela


Has it ever happened to you that a co-worker, or maybe even a line manager, reacted emotionally when you suggested changes, improvements or new services based on your UX research? Maybe they snapped at you, seemed angry, or just said something that seemed like a rather irrational response. If you are really unlucky, the person having the adverse reaction to your design or suggestions is someone who can also stop your plans from happening, or someone who is actually key to have on board for successful implementation. I would like to claim, based on my own experience as well as that of my workshop participants, that this kind of emotional reaction is not uncommon. It typically occurs at the design or implementation stage of a UX project and even though it can sometimes be mitigated by Andy Priestner’s go-to phrase: “it’s only a prototype,” it can also be prevented. My workshop at UXLibsV explored how we can use neuroscience and, more specifically, the SCARF model to better understand and empathise with our colleagues, and ourselves, for better UX embedding in our organisations.


UX research; neuroscience; the SCARF model

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Titel: User Experience in Libraries: Yearbook 2019
ISBN: 9788609163653Utgivare: UX in Libraries


User Experience in Libraries (UXlibs) V, 18-19 June 2019, Royal Holloway, University of London, London, England.

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