Sympathy vs. Empathy in UX

Summary: Sympathy acknowledges that users are having difficulties, but empathy goes further by understanding the users' needs and motivations.

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Sympathy vs. Empathy in UX

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Sympathy vs. Empathy in UX

The majority of UX professionals practice sympathy instead of empathy for their users.

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Sarah Gibbons is a former NN/G employee who worked on teaching, leadership, and design thought leadership. At NN/G Sarah published ground-breaking insights on service design and service blueprinting, design thinking, and artificial intelligence (AI).

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