Summary
Empathy is widely held as an important research mindset among designers. Many design research processes begin with the word. While empathy is broadly necessary to design practice, it is not without its problems. Most designers and researchers do not also know the dangers of empathy. Consider that: We confuse and conflate empathy, sympathy, and compassion. The differences are critically important. Empathic resonance in the brain is extremely biased. We find it hard to empathize with people unlike ourselves. Having too much empathy may also be problematic and can be weaponized by bad actors. We feel empathy only for humans and animals‚ not for objects, spaces, places, or our planet. This talk will explore the edges of empathy and show how and why two additional emotive capacities should be cultivated: curiosity and care. A short case study for a project involving four NASA space scientists will demonstrate that when these two capacities are added to empathy, they can lead to more generative research and richer insights.
Key Insights
-
•
Empathy comprises multiple types: cognitive, emotional, empathic concern, and motor empathy, each affecting design differently.
-
•
Empathy is asymptotic; we approach but never completely reach others’ experiences, risking misunderstanding.
-
•
Empathy has a spotlight effect, favoring those most like us and narrowing rather than broadening perspective.
-
•
Neurodivergence poses a 'double empathy problem' where neurotypical and neurodivergent individuals struggle to empathize in mutually understood ways.
-
•
Empathy embedded in Western cultural norms can limit understanding of diverse global users.
-
•
Relying prematurely on empathy can create an illusion of understanding and reduce inquiry, which harms design outcomes.
-
•
Redesigning personas without demographic data, as Mia described using Greek gods archetypes, can mitigate stereotyping especially for stigmatized groups.
-
•
Design approaches like Clinton Carlson’s 'undeliverables' encourage community co-design by intentionally leaving gaps for local input.
-
•
Emotional avoidance and burnout are real risks from overextending empathy in design and research roles.
-
•
Tools and templates, including personas, must be critically adapted rather than blindly followed to meet specific research contexts.
Notable Quotes
"I’m here to call b******* on empathy."
"We’re not feeling what others feel, we’re feeling what we think they’re feeling in our own way."
"Empathy is pointed on both ends—it affects you as much as the one you empathize with."
"Empathy narrows rather than widens; it spotlight focuses us and blinds us to others outside of it."
"The double empathy problem: neither neurotypicals nor neurodivergents see each other’s empathy as empathy."
"Having empathy can sometimes lead us to ask fewer questions because we think we already understand."
"Badly designed personas create stereotypes, not archetypes."
"Our work doesn’t always correspond to its actual use once it goes out into the world."
"Designing and researching wisdom is a dialogue, not a monologue."
"Research is like a compass, not a map—it provides direction but not all the details along the way."
Or choose a question:
More Videos
"Leaving tech meant rebuilding my social and professional networks outside the industry, which took time and courage."
Chelsey GlassonExit Interview #3: Same as It Ever Was: What Leaving Tech Taught Me About Change
December 17, 2025
"Nobody is going to be satisfied by insight-shaped answers or high-level summaries masquerading as breakthroughs."
Laura KleinHuman vs. machine: Testing AI’s ability to synthesize and analyze research
March 11, 2026
"All commercially available facial recognition software perform worse on darker females."
Dr. Jamika D. BurgeBroad Strokes: Connecting Design, Research, and AI to the World Around Us
June 7, 2023
"Customers aren’t buying a quarter-inch drill, they’re buying a quarter-inch hole."
Iram ShahClosing Keynote: The View from the Top
June 4, 2019
"Emergency management is political—not partisan, but political—and that reality has transformed how we work in this field."
Alicia D. JohnsonDisasters and the 21st Century
December 10, 2021
"Regulations are design problems, not just technical ones, influencing how we create products and experiences."
Lija Hogan Milan Mijatovic Sam Proulx Louis RosenfeldThree Years Out: Perspectives on the Near-Term Future of User Research
March 15, 2024
"Imagine a world where the government prototypes and iterates the whole time."
Sofía Delsordo Kassim VeraPublic Policy for Jalisco's Designers to Make Design Matter
December 8, 2021
"If you do enough research, you might find 20% of your users are edge cases, so maybe you’re not building for the right people."
Ron BronsonDesign, Consequences & Everyday Life
November 18, 2022
"Henry Ford had an intuition when he doubled workers’ wages because he realized they would buy cars and fuel the economy."
Richard BuchananCreativity and Principles in the Flourishing Enterprise
June 15, 2018
