Trends Report

Design For Empathy In Digital Experiences To Drive Loyalty

Empathy Is More Than A Step In Your Design Process

January 20th, 2023
With contributors:
Ian Jacobs , Melissa Chaudet , Eleanor Theriault , Shayna Neuburg


Many brands empathize with their customers by conducting research to understand them. However, they often fail to reflect that knowledge in the experiences they design and miss out on opportunities to build deeper connections with customers. In this report, we introduce the “design for empathy” approach, which aims to create empathetic moments in digital experiences to make customers feel heard and understood.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.