The analogy of map and territory has its limits.
“If you ask a user experience person—academic or practitioner—whether empathy is important to design, it’s hard to imagine anything other than a resounding ‘Yes!’ Indeed, statements like the one above seem to imply that empathy is a silver bullet that will transform design and lead to innovation. Before empathy was a buzzword, many of us would still have said that helping product teams develop empathy for their users was a core function of user experience research. After all, what else could it mean to study another’s experience and share those insights with others? As often happens in business, though, once a concept like empathy catches on, it’s treated like a fresh discovery. The groundswell is then translated into a small number of new techniques that instantiate the concept concretely. As these techniques become codified, too often reification takes over and their artifacts, or deliverables, seem to substitute for the more abstract virtue they supposedly represent. We act as though the map is the territory.”
David Siegel and Susan Dray ~ ACM Interactions (XXVI.2) ★
Reflection on naming is framing.
“In experience, every voice matters, and each of those individual voices are contributing to an ocean of ripples that are positively impacting countless lives. In experience, no one organization owns, nor should claim to own all the answers, but many contribute to the possibilities found in elevating the human experience in healthcare. In experience, when we ensure this is a true strategic focus at the heart of healthcare we will find our way to achieving all the outcomes we aspire to achieve and know are possible in healthcare. This issue helps frame that reality though contributions from around the world touching on a broad range of topics, but yet in their distinction, find a powerful commonality, a commitment to the humanity of healthcare. If we reframe the conversation on patient experience to one that is about all we aspire to achieve, about how every role matters, every voice contributes, every perspective brings value and seasoning to an ever expanding mix of possibility, than what we can do in healthcare is boundless. A conversation on experience is not tangential to this opportunity we face, rather it rest squarely at its core and it is incumbent on each and every one of us to contribute. That may be our greatest opportunity in a global healthcare system where access and equity, quality and safety, empathy and compassion and health and well-being are not just what we do as work, but the fundamental reality of all do as human beings caring for human beings.”
Jason Wolf ~ Patient Experience Journal (Volume 6 Issue 1) ★
Like with second order cybernetics, the role of the researcher in the researched system is essential.
“We challenge the unquestioning pursuit of the appearance of objectivity and ingrained designer-user dualism in human-centred design research and propose a resurrection of introspection as a valid approach to investigating subjective experiences. Through comparing epistemic perspectives and reviewing the histories of introspection in several disciplines, we liberate the research field of experience-driven design from a long-lasting doubt about and the disguised and unsystematic use of this method. To establish a foundation for the further development of introspective methods, we focus on its most controversial type (i.e. researcher introspection) and discuss its strengths and weaknesses, preconditions of use, diverse ways to practise for different suitable experience-driven design research purposes, and useful techniques and tools.”
Haian Xue and Pieter M.A.Desmet ~ Design Studies Volume 63 ★
Fortunately, life is not as binary as you think.
“A/B testing is a powerful technique for evaluating the success of a specific design element, but it is not yet widely adopted among library user experience professionals. Many libraries cannot or choose not to do A/B testing on a live website for a variety of practical reasons. Appalachian State University Libraries recently piloted a variety of A/B testing that has the potential to address some of these shortcomings: a Qualtrics survey of tasks carried out on static prototype websites embedded into the survey as inline frames. The technique allowed us to capture qualitative data in the form of survey questions and link it to quantitative server data typical in live A/B tests. Prototype A/B testing allowed us to reap the benefits of A/B testing without needing to modify a production server environment. Based on our findings from a large sample of undergraduate and graduate students, we were able to justify a post-migration design choice.”
Scott Goldstein ~ Journal of Library User Experience 2.1 ★