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User Research Method for Service Design: From Conceptual Knowledge To Design Knowledge
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 Title & Authors
User Research Method for Service Design: From Conceptual Knowledge To Design Knowledge
Joo, Jae-Woo; Oh, Dong-Woo;
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Objective: We propose empathy as a user research method for service design. Background: We argue that empathy will enable user researchers to go beyond the conceptual knowledge to the design knowledge of user experience. Method: We tested our hypothesis by conducting an experiment in which subjects were required to propose solutions to improve the experience of a family member of a patient hospitalized in an emergency department. Results: We found that the subjects who empathized with the family member of a patient tended to suggest the solutions based on design knowledge rather than the solutions based on conceptual knowledge compared to the subjects who did not empathize. Conclusion: Data support our hypothesis that empathy enables people to focus on design knowledge rather than conceptual knowledge. Application: These findings provide practical implications for user researchers in service design.
Service design;User research;Empathy;Conceptual knowledge;Design knowledge;Emergency department;
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