Using Online Reviews as Narratives to Evoke Designer’s Empathy

Christiane  Grünloh; Åke Walldius; Gerhard Hartmann; Jan Gulliksen

doi:10.1007/978-3-319-22701-6_22

Using Online Reviews as Narratives to Evoke Designer’s Empathy

Christiane Grünloh^*
, Åke Walldius
, Gerhard Hartmann
, Jan Gulliksen

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

4 Citations (Scopus)

78 Downloads (Pure)

Abstract

Gathering health-related data is quite easy, but visualizing them in a meaningful way remains challenging, especially when the application domain is very complex. Research suggests that empathy can facilitate the design process and that narratives can help to create an empathic encounter between designers and the prospective users. We conducted an exploratory quasi-experiment in order to explore whether narratives in form of online reviews are able to evoke designer’s empathy when developing an online platform for a direct-to-consumer genetic testing service. The results suggest that the narratives can help designers to engage with and take the perspective of the prospective user, who is then represented in more detail. Lacking narratives from real people leaves the designers to their own imagination, which can lead to the use of rather abstract stereotypes that do not enable an understanding of the user, but affect the subsequent design decisions.

Original language	English
Title of host publication	Human-Computer Interaction – INTERACT 2015
Subtitle of host publication	15th IFIP TC 13 International Conference, Bamberg, Germany, September 14-18, 2015
Editors	Julio Abascal, Simone Barbosa, Mirko Fetter
Publisher	Springer
Pages	298-315
ISBN (Electronic)	978-3-319-22701-6
ISBN (Print)	978-3-319-22700-9
DOIs	https://doi.org/10.1007/978-3-319-22701-6_22
Publication status	Published - 30 Aug 2015
Externally published	Yes
Event	15th IFIP TC 13 International Conference on Human–Computer Interaction, INTERACT 2015 - Bamberg, Germany Duration: 14 Sept 2015 → 18 Sept 2015 Conference number: 15 http://www.interact2015.org/

Publication series

Name	Lecture Notes in Computer Science
Publisher	Springer
Volume	9626
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Name	Information Systems and Applications, incl. Internet/Web, and HCI
Publisher	Springer

Conference

Conference	15th IFIP TC 13 International Conference on Human–Computer Interaction, INTERACT 2015
Abbreviated title	INTERACT 2015
Country/Territory	Germany
City	Bamberg
Period	14/09/15 → 18/09/15
Internet address	http://www.interact2015.org/

Keywords

Human computer interaction
Empathy
Genetic testing
eHealth

Access to Document

10.1007/978-3-319-22701-6_22

Grünloh2015usingAccepted author version, 272 KB

Cite this

Grünloh, C., Walldius, Å., Hartmann, G., & Gulliksen, J. (2015). Using Online Reviews as Narratives to Evoke Designer’s Empathy. In J. Abascal, S. Barbosa, & M. Fetter (Eds.), Human-Computer Interaction – INTERACT 2015: 15th IFIP TC 13 International Conference, Bamberg, Germany, September 14-18, 2015 (pp. 298-315). (Lecture Notes in Computer Science; Vol. 9626), (Information Systems and Applications, incl. Internet/Web, and HCI). Springer. https://doi.org/10.1007/978-3-319-22701-6_22

Grünloh, Christiane ; Walldius, Åke ; Hartmann, Gerhard et al. / Using Online Reviews as Narratives to Evoke Designer’s Empathy. Human-Computer Interaction – INTERACT 2015: 15th IFIP TC 13 International Conference, Bamberg, Germany, September 14-18, 2015. editor / Julio Abascal ; Simone Barbosa ; Mirko Fetter. Springer, 2015. pp. 298-315 (Lecture Notes in Computer Science). (Information Systems and Applications, incl. Internet/Web, and HCI).

@inproceedings{05d4942ae4a846f8b2dc005c67c09b05,

title = "Using Online Reviews as Narratives to Evoke Designer{\textquoteright}s Empathy",

abstract = "Gathering health-related data is quite easy, but visualizing them in a meaningful way remains challenging, especially when the application domain is very complex. Research suggests that empathy can facilitate the design process and that narratives can help to create an empathic encounter between designers and the prospective users. We conducted an exploratory quasi-experiment in order to explore whether narratives in form of online reviews are able to evoke designer{\textquoteright}s empathy when developing an online platform for a direct-to-consumer genetic testing service. The results suggest that the narratives can help designers to engage with and take the perspective of the prospective user, who is then represented in more detail. Lacking narratives from real people leaves the designers to their own imagination, which can lead to the use of rather abstract stereotypes that do not enable an understanding of the user, but affect the subsequent design decisions.",

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year = "2015",

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doi = "10.1007/978-3-319-22701-6\_22",

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editor = "Julio Abascal and Simone Barbosa and Mirko Fetter",

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Grünloh, C, Walldius, Å, Hartmann, G & Gulliksen, J 2015, Using Online Reviews as Narratives to Evoke Designer’s Empathy. in J Abascal, S Barbosa & M Fetter (eds), Human-Computer Interaction – INTERACT 2015: 15th IFIP TC 13 International Conference, Bamberg, Germany, September 14-18, 2015. Lecture Notes in Computer Science, vol. 9626, Information Systems and Applications, incl. Internet/Web, and HCI, Springer, pp. 298-315, 15th IFIP TC 13 International Conference on Human–Computer Interaction, INTERACT 2015, Bamberg, Germany, 14/09/15. https://doi.org/10.1007/978-3-319-22701-6_22

Using Online Reviews as Narratives to Evoke Designer’s Empathy. / Grünloh, Christiane ; Walldius, Åke; Hartmann, Gerhard et al.
Human-Computer Interaction – INTERACT 2015: 15th IFIP TC 13 International Conference, Bamberg, Germany, September 14-18, 2015. ed. / Julio Abascal; Simone Barbosa; Mirko Fetter. Springer, 2015. p. 298-315 (Lecture Notes in Computer Science; Vol. 9626), (Information Systems and Applications, incl. Internet/Web, and HCI).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

TY - GEN

T1 - Using Online Reviews as Narratives to Evoke Designer’s Empathy

AU - Grünloh, Christiane

AU - Walldius, Åke

AU - Hartmann, Gerhard

AU - Gulliksen, Jan

N1 - Conference code: 15

PY - 2015/8/30

Y1 - 2015/8/30

N2 - Gathering health-related data is quite easy, but visualizing them in a meaningful way remains challenging, especially when the application domain is very complex. Research suggests that empathy can facilitate the design process and that narratives can help to create an empathic encounter between designers and the prospective users. We conducted an exploratory quasi-experiment in order to explore whether narratives in form of online reviews are able to evoke designer’s empathy when developing an online platform for a direct-to-consumer genetic testing service. The results suggest that the narratives can help designers to engage with and take the perspective of the prospective user, who is then represented in more detail. Lacking narratives from real people leaves the designers to their own imagination, which can lead to the use of rather abstract stereotypes that do not enable an understanding of the user, but affect the subsequent design decisions.

AB - Gathering health-related data is quite easy, but visualizing them in a meaningful way remains challenging, especially when the application domain is very complex. Research suggests that empathy can facilitate the design process and that narratives can help to create an empathic encounter between designers and the prospective users. We conducted an exploratory quasi-experiment in order to explore whether narratives in form of online reviews are able to evoke designer’s empathy when developing an online platform for a direct-to-consumer genetic testing service. The results suggest that the narratives can help designers to engage with and take the perspective of the prospective user, who is then represented in more detail. Lacking narratives from real people leaves the designers to their own imagination, which can lead to the use of rather abstract stereotypes that do not enable an understanding of the user, but affect the subsequent design decisions.

KW - Human computer interaction

KW - Empathy

KW - Genetic testing

KW - eHealth

U2 - 10.1007/978-3-319-22701-6_22

DO - 10.1007/978-3-319-22701-6_22

M3 - Conference contribution

SN - 978-3-319-22700-9

T3 - Lecture Notes in Computer Science

SP - 298

EP - 315

BT - Human-Computer Interaction – INTERACT 2015

A2 - Abascal, Julio

A2 - Barbosa, Simone

A2 - Fetter, Mirko

PB - Springer

T2 - 15th IFIP TC 13 International Conference on Human–Computer Interaction, INTERACT 2015

Y2 - 14 September 2015 through 18 September 2015

ER -

Grünloh C, Walldius Å, Hartmann G, Gulliksen J. Using Online Reviews as Narratives to Evoke Designer’s Empathy. In Abascal J, Barbosa S, Fetter M, editors, Human-Computer Interaction – INTERACT 2015: 15th IFIP TC 13 International Conference, Bamberg, Germany, September 14-18, 2015. Springer. 2015. p. 298-315. (Lecture Notes in Computer Science). (Information Systems and Applications, incl. Internet/Web, and HCI). doi: 10.1007/978-3-319-22701-6_22

Using Online Reviews as Narratives to Evoke Designer’s Empathy

Abstract

Publication series

Conference

Keywords

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