by Dani Nordin | Publisher: O'Reilly Media, Inc. | Release Date: October 2015 | ISBN: 9781491934241

UX design expert Dani Nordin shows how developing and communicating empathy produces a more comprehensive and nuanced view of your users that will improve your products. She outlines a practical approach to user research that will help you uncover the principles and reasoning that guide your users' behavior. She describes effective techniques for communicating research results to the design team and for obtaining UX design buy-in from stakeholders. Discover the four types of empathy that relate to UX design Learn why good UX design requires a well crafted user definition Explore best practices for planning research, recruiting participants, and conducting interviews Understand the value of interviews, contextual inquiry and ethnography in user research Discover how user-goal-driven personas help teams concur on user definitions Learn why user journeys and customer experience maps create stakeholder buy-in Understand the power of UX/CX strategy documents in creating alignment inside and outside your immediate business stakeholders Discern the distinctions and needs for design studios, principles, and briefsAuthor and speaker Dani Nordin is the Director of UX, Digital Engagement at Pegasystems in Cambridge, MA. Prior to joining Pegasystems, she worked as the Senior UX Designer at Harvard Business Review, and was a Research Associate at the Bentley User Experience Center.

1. About this Course
   • Introduction and Course Overview 00:01:55
   • About the Author 00:01:05
2. Types of Empathy
   • Empathy for Context 00:09:08
   • Empathy for Cognitive Abilities 00:07:57
   • Empathy for Physical Abilities 00:06:47
   • Empathy for Behavior 00:04:44
3. Building Empathy
   • Crafting Your Initial User Definition 00:06:10
   • Planning User Research Studies 00:06:31
   • Recruiting Participants 00:04:35
   • Interviews 00:06:01
   • Contextual Inquiry 00:06:22
   • Ethnography 00:06:07
4. Communicating Empathy
   • Personas 00:04:05
   • User Journeys and Customer Experience Maps 00:05:50
   • UX/CX Strategy Documents 00:05:38
5. Turning Empathy Into Action
   • Turning Empathy Into Action 00:31:10
   • Case Study: HBR.org Account Features 00:07:27
   • Case Study: Berklee.edu Registration Manual 00:08:59
   • Case Study: Energy Company 00:13:19
   • Case Study: Retractable Syringe 00:10:35
6. Building Empathy Within Your Organization
   • Design Studios 00:05:24
   • Design Principles 00:05:33
   • Design Briefs 00:05:42
   • Collaborative Usbility Testing 00:09:00



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