Switch image links in the community article to local assets, add the new image set under the article folder, and insert a quote visual near the conclusion. The update also removes the Empathy Maps and Journey Maps sections and tweaks the ISO empathy loop heading wording.
@ -26,7 +26,7 @@ When these teams bring their knowledge together, they can make better product an
## What Empathy Means in a Software Company
## What Empathy Means in a Software Company
Empathy has two main parts.
Empathy has two main parts.
@ -75,7 +75,7 @@ I know you can all find negative sides of your development, but we just don't ca
## Empathy Is a Cross-Functional Responsibility
## Empathy Is a Cross-Functional Responsibility
Empathy should not belong only to the design or research team.
Empathy should not belong only to the design or research team.
@ -93,7 +93,7 @@ Each team member sees a different part of the customer reality.
The goal is for each team to use the customer evidence available to them and bring it into product and business decisions.
The goal is for each team to use the customer evidence available to them and bring it into product and business decisions.
## Empathy Loop That's Stated in a ISO Standard
## Empathy Loop a ISO Standard
And yes! Someone even created a standard for what I'm talking. It's called **ISO 9241-210 standard**.
And yes! Someone even created a standard for what I'm talking. It's called **ISO 9241-210 standard**.
Its full title is *Ergonomics of human-system interaction*. Basically it deals with any system that has interactivity. So our screens, APIs are all included in this standard. The main idea is simple: teams should design software around real users, their goals and their working environment. Not only around technical requirements. These 6 steps about how to design a better system, puts customers in the center.
Its full title is *Ergonomics of human-system interaction*. Basically it deals with any system that has interactivity. So our screens, APIs are all included in this standard. The main idea is simple: teams should design software around real users, their goals and their working environment. Not only around technical requirements. These 6 steps about how to design a better system, puts customers in the center.
@ -145,64 +145,12 @@ Let me adjust these to a software developing team:
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## Empathy Maps
An empathy map helps teams organize what users:
- Say
- Think
- Do
- Feel
- Find difficult
- Want to achieve
It is useful after interviews, support reviews or customer observations.
| Says | What has the user directly said in emails, calls or support questions? |
| Thinks | What concerns or beliefs may guide their behavior? |
| Does | What actions, repeated steps or workarounds can we observe? |
| Feels | What emotions appear during important moments? |
| Pains | What creates confusion, risk, delay or extra effort? |
| Gains | What result, speed, control or reassurance does the user want? |
| Evidence gaps | What do we still need to learn? |
Important points should be connected to real customer evidence whenever possible. Inferences should be clearly marked as assumptions.
## Journey Maps
A journey map shows the user’s experience across several stages.
These may include:
- Awareness
- Evaluation
- Trial
- Purchase
- Onboarding
- First successful use
- Regular use
- Support
- Renewal
- Expansion
Journey maps help teams see where users:
- Become confused
- Lose trust
- Experience delays
- Need help
- Stop using the product
- Create workarounds
- Leave the process
They are especially useful for cross-functional work because product, marketing, sales, support and engineering can all contribute
## Better Empathy, Better Software
## Better Empathy, Better Software
Empathy is not simply about being nice. In a software company, it means building the right thing, for the right people, in the right way. It helps developers anticipate failure, designers reduce cognitive friction, sales teams understand buyer risk, marketers communicate in the customer’s language, and leaders create systems that reward learning rather than assumption.
Empathy is not simply about being nice. In a software company, it means building the right thing, for the right people, in the right way. It helps developers anticipate failure, designers reduce cognitive friction, sales teams understand buyer risk, marketers communicate in the customer’s language, and leaders create systems that reward learning rather than assumption.
When teams consistently ask how their work will be understood, used, trusted, and valued by the people on the other side of the screen, they build products they can be proud to use, recommend, and stand behind.t
When teams consistently ask how their work will be understood, used, trusted, and valued by the people on the other side of the screen, they build products they can be proud to use, recommend, and stand behind.t
Ebicoglu
2 months ago
