Video: Empathy and User-centered Design

What do you think makes a design truly great, or an amazing product or experience? The decorative look, the aesthetics? How fast it works, how responsive it is to an input or command? Well-structured content? How it communicates an author’s voice, with a message that’s crystal clear?

All of these matter, of course. I’d like to argue, however, that empathy is a key ingredient—often left out of this list.

What is empathy? It’s the ability to understand and share the feelings of others.