{"id":"https://openalex.org/W4377016549","doi":"https://doi.org/10.1145/3588967.3589130","title":"Using Empathy-Centric Design in Industry: Reflections from the UX Researcher, the Client, and the Method Expert","display_name":"Using Empathy-Centric Design in Industry: Reflections from the UX Researcher, the Client, and the Method Expert","publication_year":2023,"publication_date":"2023-04-23","ids":{"openalex":"https://openalex.org/W4377016549","doi":"https://doi.org/10.1145/3588967.3589130"},"language":"en","primary_location":{"id":"doi:10.1145/3588967.3589130","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3588967.3589130","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3588967.3589130","source":null,"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2nd Empathy-Centric Design Workshop","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://dl.acm.org/doi/pdf/10.1145/3588967.3589130","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5001070674","display_name":"Luce Drouet","orcid":"https://orcid.org/0000-0003-4757-7459"},"institutions":[{"id":"https://openalex.org/I186903577","display_name":"University of Luxembourg","ror":"https://ror.org/036x5ad56","country_code":"LU","type":"education","lineage":["https://openalex.org/I186903577"]}],"countries":["LU"],"is_corresponding":false,"raw_author_name":"Luce Drouet","raw_affiliation_strings":["University of Luxembourg, Luxembourg"],"raw_orcid":"https://orcid.org/0000-0003-4757-7459","affiliations":[{"raw_affiliation_string":"University of Luxembourg, Luxembourg","institution_ids":["https://openalex.org/I186903577"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086634703","display_name":"Froukje Sleeswijk Visser","orcid":"https://orcid.org/0000-0002-2607-7650"},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Froukje Sleeswijk Visser","raw_affiliation_strings":["Delft University of Technology, Netherlands"],"raw_orcid":"https://orcid.org/0000-0002-2607-7650","affiliations":[{"raw_affiliation_string":"Delft University of Technology, Netherlands","institution_ids":["https://openalex.org/I98358874"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027361228","display_name":"Carine Lallemand","orcid":"https://orcid.org/0000-0003-2048-7947"},"institutions":[{"id":"https://openalex.org/I186903577","display_name":"University of Luxembourg","ror":"https://ror.org/036x5ad56","country_code":"LU","type":"education","lineage":["https://openalex.org/I186903577"]}],"countries":["LU"],"is_corresponding":false,"raw_author_name":"Carine Lallemand","raw_affiliation_strings":["University of Luxembourg, Luxembourg"],"raw_orcid":"https://orcid.org/0000-0003-2048-7947","affiliations":[{"raw_affiliation_string":"University of Luxembourg, Luxembourg","institution_ids":["https://openalex.org/I186903577"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.9261,"has_fulltext":true,"cited_by_count":6,"citation_normalized_percentile":{"value":0.75341432,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"9"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10803","display_name":"Innovative Human-Technology Interaction","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10803","display_name":"Innovative Human-Technology Interaction","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9977999925613403,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14074","display_name":"Persona Design and Applications","score":0.9947999715805054,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/empathy","display_name":"Empathy","score":0.8882808685302734},{"id":"https://openalex.org/keywords/introspection","display_name":"Introspection","score":0.7262128591537476},{"id":"https://openalex.org/keywords/viewpoints","display_name":"Viewpoints","score":0.7187962532043457},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5857742428779602},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5529666543006897},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5223159193992615},{"id":"https://openalex.org/keywords/narrative","display_name":"Narrative","score":0.514919638633728},{"id":"https://openalex.org/keywords/user-experience-design","display_name":"User experience design","score":0.4733070135116577},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.4179631471633911},{"id":"https://openalex.org/keywords/maturity","display_name":"Maturity (psychological)","score":0.41791072487831116},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.37085670232772827},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.3189614415168762},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.26707205176353455},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.14958003163337708},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.1383894383907318},{"id":"https://openalex.org/keywords/cognitive-psychology","display_name":"Cognitive psychology","score":0.12978631258010864},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.10430139303207397},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.07779476046562195}],"concepts":[{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.8882808685302734},{"id":"https://openalex.org/C129671850","wikidata":"https://www.wikidata.org/wiki/Q210501","display_name":"Introspection","level":2,"score":0.7262128591537476},{"id":"https://openalex.org/C2776035091","wikidata":"https://www.wikidata.org/wiki/Q7928819","display_name":"Viewpoints","level":2,"score":0.7187962532043457},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5857742428779602},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5529666543006897},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5223159193992615},{"id":"https://openalex.org/C199033989","wikidata":"https://www.wikidata.org/wiki/Q1318295","display_name":"Narrative","level":2,"score":0.514919638633728},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.4733070135116577},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4179631471633911},{"id":"https://openalex.org/C101433766","wikidata":"https://www.wikidata.org/wiki/Q3543263","display_name":"Maturity (psychological)","level":2,"score":0.41791072487831116},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.37085670232772827},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.3189614415168762},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.26707205176353455},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.14958003163337708},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.1383894383907318},{"id":"https://openalex.org/C180747234","wikidata":"https://www.wikidata.org/wiki/Q23373","display_name":"Cognitive psychology","level":1,"score":0.12978631258010864},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.10430139303207397},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.07779476046562195},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.0},{"id":"https://openalex.org/C153349607","wikidata":"https://www.wikidata.org/wiki/Q36649","display_name":"Visual arts","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C138496976","wikidata":"https://www.wikidata.org/wiki/Q175002","display_name":"Developmental psychology","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1145/3588967.3589130","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3588967.3589130","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3588967.3589130","source":null,"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2nd Empathy-Centric Design Workshop","raw_type":"proceedings-article"},{"id":"pmh:oai:orbilu.uni.lu:10993/55269","is_oa":true,"landing_page_url":"https://orbilu.uni.lu/handle/10993/55269","pdf_url":"https://orbilu.uni.lu/bitstream/10993/55269/1/3588967.3589130.pdf","source":{"id":"https://openalex.org/S4306401815","display_name":"Open Repository and Bibliography (University of Luxembourg)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I186903577","host_organization_name":"University of Luxembourg","host_organization_lineage":["https://openalex.org/I186903577"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"EMPATHICH '23: Proceedings of the 2nd Empathy-Centric Design Workshop (2023-05); EMPATHICH '23, 22-04-2023","raw_type":"peer reviewed"},{"id":"pmh:oai:tudelft.nl:uuid:bbe040ce-f9db-4fca-9efd-5b11e1719b9e","is_oa":false,"landing_page_url":"http://resolver.tudelft.nl/uuid:bbe040ce-f9db-4fca-9efd-5b11e1719b9e","pdf_url":null,"source":{"id":"https://openalex.org/S4306400906","display_name":"Research Repository (Delft University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I98358874","host_organization_name":"Delft University of Technology","host_organization_lineage":["https://openalex.org/I98358874"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"conference paper"}],"best_oa_location":{"id":"doi:10.1145/3588967.3589130","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3588967.3589130","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3588967.3589130","source":null,"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2nd Empathy-Centric Design Workshop","raw_type":"proceedings-article"},"sustainable_development_goals":[{"score":0.6499999761581421,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4377016549.pdf","grobid_xml":"https://content.openalex.org/works/W4377016549.grobid-xml"},"referenced_works_count":29,"referenced_works":["https://openalex.org/W199197192","https://openalex.org/W848432023","https://openalex.org/W1981433011","https://openalex.org/W2001915099","https://openalex.org/W2018376732","https://openalex.org/W2022360138","https://openalex.org/W2034951011","https://openalex.org/W2060894304","https://openalex.org/W2093524819","https://openalex.org/W2137045791","https://openalex.org/W2142270433","https://openalex.org/W2154860432","https://openalex.org/W2305044860","https://openalex.org/W2563943535","https://openalex.org/W2618058357","https://openalex.org/W2790630233","https://openalex.org/W2940535850","https://openalex.org/W2953466123","https://openalex.org/W2988868748","https://openalex.org/W2995946836","https://openalex.org/W3007400462","https://openalex.org/W3040647009","https://openalex.org/W4210589058","https://openalex.org/W4214551884","https://openalex.org/W4224981716","https://openalex.org/W4225083951","https://openalex.org/W4225109428","https://openalex.org/W4289209329","https://openalex.org/W4312786094"],"related_works":["https://openalex.org/W2385368906","https://openalex.org/W4387404794","https://openalex.org/W2380479582","https://openalex.org/W2626642044","https://openalex.org/W2902924992","https://openalex.org/W2388758053","https://openalex.org/W4387405288","https://openalex.org/W2072381699","https://openalex.org/W2796065322","https://openalex.org/W642612979"],"abstract_inverted_index":{"Empathic":[0],"design":[1,47,99,119],"provides":[2],"tools":[3],"and":[4,74,93,106,125],"frameworks":[5],"supporting":[6],"designers":[7],"to":[8,27,109,114],"understand":[9],"users\u2019":[10],"experiences":[11],"with":[12,53,120],"products":[13],"or":[14],"services.":[15],"However,":[16],"how":[17],"does":[18],"one":[19,69],"hand":[20],"over":[21],"this":[22,36],"empathic":[23,118,130],"understanding":[24],"of":[25,44,70,88,95,117],"users":[26],"other":[28],"internal":[29],"stakeholders":[30],"shaping":[31],"the":[32,68,89,102,115],"service":[33],"experience?":[34],"In":[35],"contribution,":[37],"we":[38],"reflect":[39],"on":[40,78],"a":[41,54,71,128],"three-year":[42],"implementation":[43],"an":[45,50,75,97],"empathy-centric":[46,98],"approach":[48,100],"in":[49,80,101],"industrial":[51],"context":[52],"low":[55],"user":[56],"experience":[57],"maturity":[58],"from":[59],"three":[60],"different":[61],"professional":[62],"viewpoints:":[63],"ours":[64],"as":[65],"UX":[66],"researchers,":[67],"company":[72],"manager,":[73],"expert":[76],"researcher":[77],"empathy":[79],"design.":[81],"These":[82],"narrative":[83],"introspective":[84],"accounts":[85],"unveil":[86],"some":[87],"main":[90],"benefits,":[91],"opportunities,":[92],"challenges":[94],"implementing":[96],"industry.":[103],"We":[104,112],"discuss":[105],"confront":[107],"them":[108],"prior":[110],"work.":[111],"contribute":[113],"field":[116],"rich":[121],"in-situ":[122],"research":[123],"insights":[124],"principles":[126],"for":[127],"successful":[129],"approach.":[131]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":5}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
