How empathy helps user experience design

Empathy can help design better experiences for customers and employees

The TTFD model based on behavior science comprises of four aspects that contribute to better design of customers and employees:

• Thinking - what is the user thinking? Are they over analyzing? What are their recurrent thoughts?

• Talking - what are the conversations - in their heads and with others? How do they form relationships? How do they find answers, support and encouragement?

• Feeling - what are their positive negative feelings? What are their worries and anxieties? What makes them angry? What are they frustrated about? What are their worst fears?

• Doing - what actions do they want to take? What decisions do they make? What do they do while interacting with the you and your organization?

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