Open AccessEmpathy Is not Evidence: 4 Traps of Commodified Empathy
Author(s) -
ROBERTSON RACHEL,
ALLEN PENNY
Publication year - 2018
Publication title -
ethnographic praxis in industry conference proceedings
Language(s) - English
Resource type - Journals
eISSN - 1559-8918
pISSN - 1559-890X
DOI - 10.1111/1559-8918.2018.01199
Subject(s) - empathy , simulation theory of empathy , psychology , product (mathematics) , commodification , social psychology , order (exchange) , process (computing) , cognitive psychology , computer science , business , economics , market economy , geometry , mathematics , finance , operating system
Product teams, including our own, often interpret empathy as evidence. However, in practice, empathy is actually something that drives us to seek evidence. By observing and evaluating various examples within Shopify, we have identified 4 traps that are common in the way empathy is manifested. We modelled the relationship between empathy, problems, evidence, and decisions to provide strategies for how to use empathy effectively while being sympathetic to its limitations. Since empathy drives us to seek evidence, and thus cannot be considered evidence itself, empathy must be used at an appropriate level of abstraction throughout the product decision‐making process in order to influence good decisions.