Best Practice Report

Five Best Practices To Design For Empathy In Digital Experiences

February 7th, 2024
Senem Guler Biyikli, PhD, Analyst
Senem Guler Biyikli, PhD Analyst
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
With contributors:
Ian Jacobs , Joana de Quintanilha , Eleanor Theriault , Marissa Fritz

Summary

Demonstrating empathy in digital experiences helps brands build trust and loyalty. Yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. “Design for empathy” is an approach to create empathetic moments in digital experiences. In this report, we introduce five best practices to design for empathy and examples from successful brands.

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