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. At NN/G she worked on design and management; taught Live Online Training; and created articles and YouTube videos on various topics, such as service design and design thinking.

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