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Empathy in UX Design: How to Create Better Products?

What is empathy in UX design, and why is it important? Learn about the significance of empathy for designers and how to create effective, personal strategies.

Written by RamotionJul 12, 202311 min read

Last updated: Feb 9, 2024

In user experience design, it is essential for designers not to restrict themselves to the physical attributes and affordances of a product or service. User experience is more than just interacting with a physical or digital product.

Instead, it takes a holistic approach, where UX designers must consider the target audience's motivations, needs, and pain points. This means that the emotions and feelings of users play a critical role in the design of user experience.

Design professionals have to work hard on developing processes in a way that they can meet the needs of users in the best ways. One way to do that is by focusing on empathy in design.

Given that UX design is about developing a connection between users, the product or service, and their overall experience or journey, user research and informed design processes stress the value of empathy.

Empathy in UX Design (Jack Daly on Behance)

In this article, we explore the concept of empathy and its value in the design thinking process. We share some tips and guidelines on improving and analyzing empathy in product design, followed by some real-world examples.

Read along as we hop on an empathic approach to UX design.

The Concept of Empathy

Empathy is defined as the ability to understand, share, and relate to someone else's feelings. Empathy is not only about feeling bad for someone or pitying them. Instead, it is a step ahead in the sense that empathy involves putting yourself in the shoes of others and feeling what they feel, living through their experiences. For UI/UX designers, empathy is a critical and beneficial concept.

When it comes to users' needs and pain points, particularly those of extreme users, designers cannot have firsthand experience of all their challenges. This is where empathy plays a crucial role.

For design thinkers, empathy is a complete understanding of users' overall experience, focusing on every touchpoint and interaction, especially those instances in the experience that are challenging.

Sympathy vs. empathy

Frequently, design teams need clarification on the concepts of sympathy and empathy, finding it hard to differentiate or mistake one for the other.

Sympathy is the bare minimum that a designer can do. That is an acknowledgment of the users' pain points. On the other hand, empathy goes way beyond mere exposure. It requires a level of understanding that moves the designers to create helpful solutions for the users.

Empathy requires a better understanding of the psychology of users, working in diverse teams, and creating user-centered products and services.

Empathy in the Design Thinking Process

Regarding UX design frameworks that pay special attention to empathy, design thinking is always at the top. The five stages of the design thinking process – empathize, define, ideate, prototype, and test – follow a systematic approach to create valuable solutions.

It is important to note that building empathy is the first step in such a design process. Without empathy, the overall design thinking process would fail – or would not even start. This shows how important it is to relate to users' experiences, understand their needs, and make design decisions.

However, empathy appears in more than just the first phase. It is, in fact, an ever-present feeling throughout the design process. The practice of empathy at the beginning of the design process helps empower users and give value to their experiences.

Design teams can create careful, empathic designs when they understand users' pain points better.

Empathy in Design Thinking (The Learning Guild)

Empathic design, as the name indicates, has empathy as its core principle. One of the most important goals of the design thinking process is to create empathic designs, where the users' lived experiences are valued, and their feedback is incorporated into the decision-making process.

An empathic designer is one who constantly works on developing and improving empathy. The more empathic designers always put themselves in the users' shoes, understand users' experiences and expectations, and carefully evaluate the implications of their design decisions on the users.

Understanding and Building Empathy

It is established that UI/UX designers must build empathy in their teams and the design processes they follow to create successful designs. The users always return to products that give them a sense of belonging and meet their needs in an empathic manner.

Our expectations from designs are similar to those from humans. That is, we want digital and physical products to understand us and meet our needs.

This is only possible when designers incorporate the needs of users, particularly extreme users, throughout the design process.

There are several ways in which UX professionals can build and develop empathy in a design project. From market and user research to testing a prototype, empathy can – and must – be made an integral part of the design process.

1. Understand the design problem

The first and most important aspect to work on is to understand the design problem. More often than not, designers and design teams quickly identify problems and then jump to solutions.

This is done for several reasons, the most common being the lack of time and resources. However, a more empathetic designer would not stop here. It is essential to sit with the design problem and look at it from the users' eyes. This can be achieved by talking to users, observing them in the real-world context, and gathering their feedback and suggestions for possible solutions.

Understanding the Design Problem (Toptal)

2. Learn about the users and their pain points

An essential part of the design research process is to get as much information about the users' needs, attitudes, behavioral patterns, and expectations as possible.

Understandably, the designers can only start learning about the pain points if they identify user expectations.

This is where comprehensive knowledge of the design problem comes in handy. When designers observe the users in their context and ask questions about their tasks, they can better learn about the most common issues and challenges.

3. Immerse yourself in the users' experiences.

It is only possible to learn some things about unique user experiences for any product or service. However, it is also crucial for designers to refrain from restricting themselves to the so-called mainstream users.

Such a reduction can badly impact the design process, resulting in design decisions that do more harm than good. Design research conducted from a more empathic perspective requires that UX professionals immerse themselves in the users' journey and go through the experiences themselves.

This means the designers take their designer hats off and become users. Their challenges give them a better understanding of the users' needs and pain points.

4. Detach and think like a designer

Getting immersed in the users' experiences should not mean that designers stop being designers. Once the user research phase ends, it is time to return to the design table and bring all the thoughts, feedback, feelings, and experiences together to create useful solutions.

Empathy requires recalling all the challenges the designers observed and experienced, helping them make informed decisions.

5. Incorporate users' feedback

When creating a prototype for the users, the designers must incorporate users' feedback as long as it does not violate the product's functionality or UX design principles. It is always important to take a step back and consider how users interact with a touchpoint.

This practice helps understand users' problems at all interaction levels, ensuring that the user-centered approach is at the heart of the design process.

Incorporate Users' Feedback (Instabug)

6. Develop a learning attitude.

It is important to note that empathy is not an add-on to a physical or digital design. It is, in fact, an essential part of the design process, something that adds significant value to products and services at all stages.

To become successful designers and create useful designs, it is critical to practice empathy consistently. This means that designers need to develop a learning attitude from the moment they start thinking about a design problem and observing the users until the testing and evaluation phase of a design.

This openness is always helpful in developing empathy and creating valuable solutions.

Improving and Analyzing Empathy in UX Design

Developing empathy is an ongoing process for any design professional. As designers move forward in their careers, they learn more about the attitudes and behaviors of users and the value of their design decisions.

Designers need to consider empathy at all stages of their careers to continue building effective products and services. One way to do so is by learning how empathy can be improved in an existing design process and analyzing the extent to which a design can be considered empathic.

Improving empathy in design

There are several ways designers can improve design empathy and consider users' motivations at all stages of the design process. This approach requires constant effort and the development of an empathic attitude at all times. Some of the best ways to do so are listed below.

Focus on understanding the problem

It is only possible to achieve empathy in any design if the design problem and users' challenges are understood fully.

Focusing on a user's problem and looking at things from a user's point of view goes a long way in the design process. As discussed above, it is important to note that understanding a problem differs from its identification.

An empathic approach requires that the designers continue to identify issues.

Design for the entire experience

When practicing empathy, designers need to focus not just on the micro-interactions in a user journey. Instead, the focus should be on the entire experience.

The sources from which users hear about a product or service and how they are introduced to a design have much to do with the overall experience. Similarly, the user experience journey continues even after the interaction with a design ends. Designers need to take a holistic approach when designing with empathy in mind.

Reduce your own biases.

One of the most challenging things is to let go of your biases and preferences when working on design solutions. However, this is precisely where empathy is crucial.

When designers immerse themselves in the user's journey, they experience the challenges and pain points firsthand. Reflecting on these experiences can help in improving design practices and processes.

Analyzing empathy

Along with improving empathy in the design process and developing a better understanding of users' needs and pain points, it is also important to analyze empathy in a design solution.

This requires applying quantitative and qualitative research methods, such as user interviews, and employing various design tools, e.g., creating empathy maps.

The research findings help assess and evaluate the extent to which a design process or solution is empathic.

Develop empathy maps

An empathy map is a handy tool for analyzing empathy in design. When designers create an empathy map, they look at several aspects of the user journey.

An empathy map's four essential areas – or quadrants – focus on what users say, think, do, and feel. This holistic approach helps designers understand the attitudes and behaviors of real users when they interact with a product or service, thus adding to the quality of designed solutions.

Empathy Map for UX Design (Nielsen Norman Group)

Observe users in the context

It is impossible to master empathy in UX design without interacting with users in a real-world context. When designers observe a real user in a context, they understand the challenges and get live feedback.

The verbal and non-verbal cues from users help understand the user journey in more depth, along with the breakpoints in the interface that need work. This strategy is also helpful in evaluating prototypes to assess the level of empathy in a finished design.

Conduct surveys and interviews

Interacting with users by employing qualitative research in surveys and user interviews is also an effective way to analyze a product's or service's efficacy. An effective empathy interview does not merely focus on micro-interactions.

Instead, it includes questions about the feelings of users and their level of satisfaction with the product or service. On the other hand, surveys can help gather quantitative and qualitative data, thus driving design decisions.

Empathy in Practice

Leading organizations always pay close attention to the level of empathy in a design and how various touchpoints impact the user journey. There are several notable examples of empathic design that UX professionals can seek inspiration from.

1. Airbnb neighborhoods

Airbnb recently started a new, immersive way to look for accommodation where places are divided into neighborhoods, giving users an overview of the area and a holistic experience of booking a stay.

Additionally, the users now get recommendations on things to do based on the location they choose to live in. This is helpful to users, particularly those new to an area, and can, therefore, be considered extreme users.

Airbnb Neighborhoods (Triphackr)

2. Apple VoiceOver

Regarding accessibility, Apple is doing an excellent job with its products and services. VoiceOver in macOS is one example where users with specific physical limitations and needs can get a quality experience using a high-performance device.

VoiceOver was first introduced for iPhone in 2009 and was later extended to all devices, giving users a unique way to interact with these products. This is an excellent example of understanding the target audience's needs and meeting them efficiently.

Apple VoiceOver for macOS (Apple)


Empathy is an essential element of any design process. An empathic design effectively addresses the target audience's needs, expectations, and challenges.

For UI/UX designers, empathy is an essential skill that develops and grows over time. It is crucial for experienced designers and those just stepping into the field to learn about the value of empathy and create designs that are helpful for the end users.

In this article, we introduced the basic concept of empathy for designers and the importance of creating an empathic design. The examples shared above, and other similar products out there, can serve as inspirations, highlighting the value of small steps that designers can take in making the lives of users easy and satisfying.