INT335 Unit 2: Empathy, Observation and Problem Identification

Flashcard deck containing key vocabulary, framework definitions, and core concepts for INT335 Unit 2 on Empathy, Observation, and Problem Identification.

Empathy (Design Thinking)

The ability to understand another person's feelings, experiences, motivations, frustrations, and goals by seeing the world from the user's point of view.

Sympathy

Feeling for someone from a distance without experiencing or deeply analyzing their situation directly.

Compassion

Empathy combined with the explicit decision and action to resolve a user's problem.

Computational Empathy

The application of empathy to software development by designing systems that understand and respond to human emotions and behaviour, often using artificial intelligence.

User Research

The process of understanding users' needs, behaviours, goals, and challenges before creating solutions to reduce assumptions and enable evidence-based design decisions.

Qualitative Research

An exploratory research approach focused on understanding why and how using small, purposive samples to collect non-numeric data such as words, behaviours, and emotions.

Quantitative Research

A structured research approach focused on measuring what and how many using numeric data, large samples, and statistical analysis.

Field Observation

A research method where designers observe users in their natural environments to see what they actually do without interrupting or influencing their behaviour.

AEIOU Framework

An observation tool used to systematically study users and their activities from five perspectives: Activities, Environment, Interactions, Objects, and Users.

Activities (AEIOU Framework)

The specific tasks and steps users perform to achieve a goal.

Environment (AEIOU Framework)

The physical or digital space where users perform activities, defined by factors such as lighting, noise, temperature, space, and technology.

Interactions (AEIOU Framework)

The ways in which users engage with people, products, or systems during an activity.

Objects (AEIOU Framework)

The tools, devices, and products used by people while carrying out an activity.

Users (AEIOU Framework)

The individuals whose experiences, roles, and behaviours are being observed and studied.

What–How–Why Framework

A framework for transitioning from observed user actions to underlying motivations across three stages: WHAT (observing actions), HOW (analysing effort and emotions), and WHY (uncovering root motivations).

Five Whys Technique

An interviewing method of asking 'why' repeatedly to peel back superficial symptoms until reaching the root cause and emotional core of a problem.

Explicit Needs

Needs that users clearly articulate and state verbally during research or interviews.

Implicit Needs

Unspoken needs that users actually have, which are revealed through observation and deeper analysis rather than direct verbal statements.

Say–Do Gap

The discrepancy between what users state they prefer or do in research and what they actually choose or do in reality.

User Pain Points

Specific problems, frustrations, or inefficiencies experienced by users across process, financial, support, or productivity domains when attempting to achieve a goal.

User Persona

A fictional representation of a target user based strictly on real research data, detailing demographics, goals, frustrations, needs, behaviours, and quotes.

Target Archetypes

Broad categories of users sharing similar characteristics, behaviours, and needs rather than individual profiles.

Empathy Map

A synthesis tool that organizes user research findings into four distinct categories: what the user SAYS, THINKS, DOES, and FEELS.

Problem Statement

A standard framing format ('[User] needs [need] because [insight]') that defines a specific user challenge clearly without embedding a predetermined solution.

How Might We (HMW) Questions

Questions used to reframe user problems into opportunities for creative solutions while remaining neither too broad nor too narrow.