UX Case Study: How Empathy Can Create User Satisfaction

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  • Firstly, it starts with empathy, a deep human focus, in order to gain insights from the user. During this I held one on one interview with my teammate considering them as the users.
  • Secondly, Defining all the insights which were derived from the interview during the empathy stage.
  • Thirdly, Ideation stage, which allow for the maximum number of ideas where I will have to bring up with ideas which can solve the user’s problems.
  • Fourthly, make a Prototype of the solution which I came up with for the users.
  • Finally, it’s time for Tests the prototype with the users and receive their feedbacks and processes further to remove any potential issues or add any needful changes.

Stage 1: Empathize

Stage 2: Define

  1. The look and feel of the dining area should be improved
  2. Having difficulty in keeping all the essentials in the dining area.
  3. Dining table layout, either it is too big or the design is not appealing.
  4. Having a personal computer in the dining area.
  5. Lack of entertainment. Like TV, music
  6. Not having a dedicated space for dining.
  7. No proper separation from the living in the dining area.
  8. Not having a proper dining cloth.
  9. Has a six seater dining table, but couldn’t use it fully because of space constraint.
  10. The dining space is not esthetically pleasing.
  11. Things other than dining essentials should not be there in the dining area
  12. Not having proper ventilation and couldn’t use the windows because of next house who’s window is right opposite
  1. Privacy issue- For users like Sanjana, Sunit Joseph and Raj have issues with no proper separation between the living area and dining area. When visitors come home when they lunch it makes them feel uncomfortable. That’s one of the reasons why Raj and Sunit Joseph prefers eating in his bedroom.
  2. Storage issue- For users like Mirdhiba and Sanjana they have issues in keeping dining essentials like an oven, crockeries, dining cloths etc. Currently, all these are kept in other rooms where it is not immediately reachable.
  3. Entertainment issue- For users like Raj and Mirdhiba they cannot access TV from their dining area. That’s one of the reasons why they prefer eating in their bedroom.
  4. Ambiance issue- All most all the users whom I interviewed wanted something to improve on the look and feel of the dining area.

Stage 3: Ideate

  1. Button operated curtains — The user should be provided by the button in his dining table, where he can close it as and when needed, in this way he can have a proper separation and have his/her meals without any disturbance.
  2. Have mirrors installed inside the dining area for those have smaller space because it gives a psychological impact of the room being in bigger size. The rest of the things can be arranged well.
  3. Installing a TV or music player in the dining room for the entertainment lovers.
  4. A divider with a purpose- where it can be placed between the living and the dining space. One side will be designed to have all the living room essentials and on the other side, it will be designed to keep all the dining essentials. In this way we can solve the storage issue and the privacy issue.
  5. Use ceiling to hang plants and a mirror installed reflecting the plants, for the user who love to dine in a greenery environment.
  6. A calendar which will be a reminder come tracker. To all the users who want to spend their time at least once in a day, this smart calendar will remind the family of the dining time and keep records of the time spent with the family and provide data to its user about the actual time spent with his family. In this way the user who values his family time, so much will get the accurate information about him/her spending time together.
  7. Room separators which can simply be placed between the living and the dining area.
  1. A divider with a purpose (privacy and storage) This two sided cupboard which can be placed between the living and the dining area, will serve as a wall to divide the living area and the dining area. Visitors who enter cannot not see who is sitting in the dining area. One side of the cupboard will be designed to hold all the living room essentials and on the other side, will be designed to keep all the dining essentials. In this way we can solve storage issue as well.
  2. Installing TV or music system (Entertainment) Most of the users have the habit of watching TV while eating. Just because of this they avoid eating at the dining table which leads to sitting in a disproportionate posture, which could cause health issues.
  3. Change the look and feel of the space according to the user’s taste (Ambiance) All the users wanted to change the appearance of their present dining setup because they feel bored seeing the same set up. So why not change the ambiance, according to the user’s taste.

Stage 4: Prototyping- A divider with a purpose

A divider with a purpose

Stage 5: Testing

My learnings:

  1. A lot of unlearning happened during the empathy and testing stage in terms of understanding the user behavior
  2. Starting a conversation was not a big deal, but listening to the user’s conversation was difficult. I continuously kept myself quite from giving them solutions immediately as soon as they stated a problem.
  3. Accepting that I did not empathize with my users well, was very difficult. Only after I accepted it. I could come up with a simple solution which solved their issue



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Christy Solomon

Christy Solomon

I am a Freelance designer based on Chennai