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

Summary

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.

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