Sympathy vs. Empathy in UX

Summary: Sympathy acknowledges that users are having difficulties, but empathy goes further by understanding the users' needs and motivations.

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Sympathy vs. Empathy in UX

The majority of UX professionals practice sympathy instead of empathy for their users.

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Sarah Gibbons is Nielsen Norman Group's Chief Designer. She works at the intersection of design research, strategy, and user experience design.

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