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Digital Empathy: Creating Safe Spaces Online

Presented at code4lib 2018 & Designing for Digital 2018.

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Digital Empathy: Creating Safe Spaces Online

  1. 1. Digital Empathy Creating Safe Spaces Online
  2. 2. Hello! I’m Deirdre Director, UX Research EBSCO Information Services on a mission to make libraries as human-centered as possible You can find me at: @deirdre_lyon
  3. 3. Hello! I’m Carrie Head of User Services / User Experience Librarian CSU San Marcos on a mission to make libraries as queer and feminist as possible You can find me at: @digitalcarrie
  4. 4. Hello! I’m Carl Customer Experience Operations Manager Brynmor Jones Library, University of Hull on a mission to make library physical and digital world collide You can find me at: @carlbarrow
  5. 5. 1. Theory of Empathic Design The MOST important work we can do as UX nerds
  6. 6. “You have to look at your service from the point of view of someone who knows a lot less than you and see where they’re coming from. You have to imagine the reasons why they want what they want. Seeing that causation, seeing the connection between what someone’s doing now and all the causation that went before it, that’s empathy.” Sumana Harihareswara Code4lib 2014 Keynote
  7. 7. Goal: I feel safe here
  8. 8. What Is A Safe Space? Welcoming Inclusive Familiar
  9. 9. How Do We Get There? Research with empathy Adapt with your users Design with compassion
  10. 10. What happens when we don’t (and do) feel safe Time for a story
  11. 11. 2. Qualitative Research See the whole ecosystem
  12. 12. “Empathy comes from the Greek empathetia — em (into) and pathos (feeling) — a penetration, a kind of travel. It suggests you enter another person’s pain as you’d enter another country, through immigration and customs, border crossing by way of query: What grows where you are? What are the laws? What animals graze there?” - Leslie Jamison
  13. 13. Pain Qualitative methods allow you to get to what causes your users pain - and find solutions that alleviate it.
  14. 14. Task Response Platform User Problems Shift Your Thinking Topic Story Workflow Human Opportunities
  15. 15. Qualitative Session Timeline Build Rapport ProbePivot High-quality data comes from a sense of trust between researcher and participant. Build that rapport by creating a shared experience. There’s a turning point where the participant becomes the teacher. Find your “pivot question” and use your attention to indicate that shift. Listen to the participants’ story - even if it’s not what you expected. Indulge your curiosity.
  16. 16. Aces Up Your Sleeve “Let’s get started” “Tell me more” “Is this organic?” Can you show me the last search you did for a research project? How did you learn about that? Uh-huh? Uh-huh? Ow wow! Let me make sure I captured that. *Pause ….* Is that typical for you? How often do you do that? When was the last time?
  17. 17. 10 Minute Break
  18. 18. 3. Practice = Improvement
  19. 19. Build RapportWarmth. Trust. ProbeIndulge Curiosity PivotParticipant = Teacher 30 minutes
  20. 20. How Did It Go? ✖ What did you find? ✖ What was easy? ✖ What was tough? ✖ What surprised you?
  21. 21. 5 Minute Break
  22. 22. 4. Turning Research Into Design
  23. 23. Find the Story
  24. 24. Expectations What mental models are your users bringing with them to your interface?
  25. 25. Design Choices Structure ContentInterface This is your foundation (IA) Set up your space in a way that allows for easy / familiar nav (expectations) Difficult to navigate = potential negative feelings Akin to nonverbal cues communication ● Accessibility ● Colors ● Images What are you actually saying? ● Less is more ● Chunk content ● Why is this here? Language choices ● Gendered language ● Jargon
  26. 26. Design CHallenge Your homepage is your front door
  27. 27. In Practice Build your Idea Board: 10 minutes ✖ 3 non-library sources ✖ Examples that solve problems expressed by your participant ✖ Elements that might make your digital space more familiar
  28. 28. In Practice Sketch it out: 15 minutes ✖ Your homepage, or another element of your library’s digital experience ✖ Incorporate elements from your session & your idea board ✖ Communication - not quality
  29. 29. In Practice Share: ✖ What do you like about your design? ✖ Where did your ideas come from? ✖ What do you think your colleagues’ response would be? ○ How will you respond to that?
  30. 30. Resources
  31. 31. Thanks! Questions? @deirdre_lyon @digitalcarrie @carlbarrow

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  • annehaines

    Mar. 6, 2018

Presented at code4lib 2018 & Designing for Digital 2018.


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