Designing news products with empathy: How to plan for individual users’ needs and stresses

Identifying stress cases helps us see the spectrum of varied and imperfect ways humans encounter our products, especially taking into consideration moments of stress, anxiety, and urgency.


Since we are a public media news organization, designing with empathy is really important. We prototype early and often, and test with real people. During user tests, we encourage our guests to “Tell me more about that,” so that we can dig deeper into their perspective in an open-ended way.


And we draw insights from how our audience uses our products so that we can iterate and make things better.