Designing For User Empathy

I never truly understood the power of UX—until I saw this. This railing is part of the panoramic terrace at the Castel Sant'Elmo in Naples, Italy, and offers a breathtaking and inclusive view. What's almost as moving as the panorama itself is the the braille etched into the railing. Someone thought: How can we make this view accessible to someone who can’t see it? Not just functional. Not just compliant. But empathetic. A powerful gesture that says: You belong here, too. If like me, you understood UX as a concept, but you didn't really get it, this is it. It's neither the pixels nor the wireframes, but rather the intentional design of an experience that includes, uplifts, and connects. In product design, they talk about delight, friction, accessibility but this is a reminder that experience design is an act of care. Even the smallest touch, when rooted in empathy, can make someone feel seen. If you build products, lead teams, or shape experiences, you've seen this before, but let it again be your north star. It makes one helluva difference.

✅ How To Run Task Analysis In UX (https://lnkd.in/e_s_TG3a), a practical step-by-step guide on how to study user goals, map user’s workflows, understand top tasks and then use them to inform and shape design decisions. Neatly put together by Thomas Stokes. 🚫 Good UX isn’t just high completion rates for top tasks. 🤔 Better: high accuracy, low task on time, high completion rates. ✅ Task analysis breaks down user tasks to understand user goals. ✅ Tasks are goal-oriented user actions (start → end point → success). ✅ Usually presented as a tree (hierarchical task-analysis diagram, HTA). ✅ First, collect data: users, what they try to do and how they do it. ✅ Refine your task list with stakeholders, then get users to vote. ✅ Translate each top task into goals, starting point and end point. ✅ Break down: user’s goal → sub-goals; sub-goal → single steps. ✅ For non-linear/circular steps: mark alternate paths as branches. ✅ Scrutinize every single step for errors, efficiency, opportunities. ✅ Attach design improvements as sticky notes to each step. 🚫 Don’t lose track in small tasks: come back to the big picture. Personally, I've been relying on top task analysis for years now, kindly introduced by Gerry McGovern. Of all the techniques to capture the essence of user experience, it’s a reliable way to do so. Bring it together with task completion rates and task completion times, and you have a reliable metric to track your UX performance over time. Once you identify 10–12 representative tasks and get them approved by stakeholders, we can track how well a product is performing over time. Refine the task wording and recruit the right participants. Then give these tasks to 15–18 actual users and track success rates, time on task and accuracy of input. That gives you an objective measure of success for your design efforts. And you can repeat it every 4–8 months, depending on velocity of the team. It’s remarkably easy to establish and run, but also has high visibility and impact — especially if it tracks the heart of what the product is about. Useful resources: Task Analysis: Support Users in Achieving Their Goals (attached image), by Maria Rosala https://lnkd.in/ePmARap3 What Really Matters: Focusing on Top Tasks, by Gerry McGovern https://lnkd.in/eWBXpCQp How To Make Sense Of Any Mess (free book), by Abby Covert https://lnkd.in/enxMMhMe How We Did It: Task Analysis (Case Study), by Jacob Filipp https://lnkd.in/edKYU6xE How To Optimize UX and Improve Task Efficiency, by Ella Webber https://lnkd.in/eKdKNtsR How to Conduct a Top Task Analysis, by Jeff Sauro https://lnkd.in/eqWp_RNG [continues in the comments below ↓]

Getting the right feedback will transform your job as a PM. More scalability, better user engagement, and growth. But most PMs don’t know how to do it right. Here’s the Feedback Engine I’ve used to ship highly engaging products at unicorns & large organizations: — Right feedback can literally transform your product and company. At Apollo, we launched a contact enrichment feature. Feedback showed users loved its accuracy, but... They needed bulk processing. We shipped it and had a 40% increase in user engagement. Here’s how to get it right: — 𝗦𝘁𝗮𝗴𝗲 𝟭: 𝗖𝗼𝗹𝗹𝗲𝗰𝘁 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 Most PMs get this wrong. They collect feedback randomly with no system or strategy. But remember: your output is only as good as your input. And if your input is messy, it will only lead you astray. Here’s how to collect feedback strategically: → Diversify your sources: customer interviews, support tickets, sales calls, social media & community forums, etc. → Be systematic: track feedback across channels consistently. → Close the loop: confirm your understanding with users to avoid misinterpretation. — 𝗦𝘁𝗮𝗴𝗲 𝟮: 𝗔𝗻𝗮𝗹𝘆𝘇𝗲 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 Analyzing feedback is like building the foundation of a skyscraper. If it’s shaky, your decisions will crumble. So don’t rush through it. Dive deep to identify patterns that will guide your actions in the right direction. Here’s how: Aggregate feedback → pull data from all sources into one place. Spot themes → look for recurring pain points, feature requests, or frustrations. Quantify impact → how often does an issue occur? Map risks → classify issues by severity and potential business impact. — 𝗦𝘁𝗮𝗴𝗲 𝟯: 𝗔𝗰𝘁 𝗼𝗻 𝗖𝗵𝗮𝗻𝗴𝗲𝘀 Now comes the exciting part: turning insights into action. Execution here can make or break everything. Do it right, and you’ll ship features users love. Mess it up, and you’ll waste time, effort, and resources. Here’s how to execute effectively: Prioritize ruthlessly → focus on high-impact, low-effort changes first. Assign ownership → make sure every action has a responsible owner. Set validation loops → build mechanisms to test and validate changes. Stay agile → be ready to pivot if feedback reveals new priorities. — 𝗦𝘁𝗮𝗴𝗲 𝟰: 𝗠𝗲𝗮𝘀𝘂𝗿𝗲 𝗜𝗺𝗽𝗮𝗰𝘁 What can’t be measured, can’t be improved. If your metrics don’t move, something went wrong. Either the feedback was flawed, or your solution didn’t land. Here’s how to measure: → Set KPIs for success, like user engagement, adoption rates, or risk reduction. → Track metrics post-launch to catch issues early. → Iterate quickly and keep on improving on feedback. — In a nutshell... It creates a cycle that drives growth and reduces risk: → Collect feedback strategically. → Analyze it deeply for actionable insights. → Act on it with precision. → Measure its impact and iterate. — P.S. How do you collect and implement feedback?

We built fast systems. Somewhere along the way, we forgot to build kind ones. That’s why this simple Korean idea stayed with me. Before a call connects, the caller hears a small voice saying, “You’re about to talk to my mom.” Or my dad. Or my sister. And everything shifts. Not because callers become kinder people overnight. But because the system reminds them that the person answering is human too. It brought back a lesson I learned early in my career building financial products. If you design only for efficiency, you get compliance. If you design for humanity, you get trust. And trust is what makes systems scale. This Korean example is not customer service innovation. It is behaviour design. A tiny nudge that restores empathy in a space where it quietly disappeared. It made me think about how often we build products to optimise flow, not feeling. We fix the steps, but forget the state of the person going through them. We reduce friction, but overlook the fear, frustration or vulnerability underneath. A small tip for product leaders: If your system interacts with people at stressful or uncertain moments, your first job isn’t speed. It’s care. A sentence. A tone. A pause. A reminder that a human sits on the other side. Because most friction in modern life doesn’t come from systems failing. It comes from human connection thinning. We already know how to build fast. The next frontier is learning how to build kind. Not every solution needs a feature. Sometimes it needs a feeling. What would your product look like if empathy was part of the design spec?

Last week, I coached a product team through a user interview debrief. They were excited! Users had shown enthusiasm for a new feature! 🎉 But when I asked, “What problem does this solve for them?” the room went quiet. 🫣 This happens more often than we’d like to admit. 🧠 The Trap: Mistaking Enthusiasm for Validation When users say, “That sounds great!” we often interpret it as validation. But here's the catch: - Users want to be polite. - They might not fully understand their own needs. - As product teams, we may hear what we want. This is why relying solely on user enthusiasm can lead us astray. 🔍 The Solution: Semi-Structured Interviews We need to dig deeper to understand our users truly. Semi-structured interviews strike the right balance between guidance and flexibility. Key practices include: - Start with hypotheses: Identify what you believe to be true. - Ask open-ended questions: Encourage users to share experiences, not just opinions. - Listen actively: Pay attention to what’s said—and what’s not. - Probe for underlying needs: Seek to understand the 'why' behind their behaviours. This approach helps uncover genuine insights, leading to solutions that truly resonate. 🌟 Imagine the Impact By adopting this method: - Teams build products that solve real problems. - User satisfaction increases. - Resources are invested wisely, reducing wasted effort. It's not just about building features—it's about delivering value. 🦾 Take Action Next time you're planning user interviews: - Prepare a set of hypotheses. - Design questions that explore user experiences. - Remain open to unexpected insights. Remember, the goal is to understand your users, not just confirm your assumptions deeply.

Over 80% of users skim, so when a PDP tries to say everything at once, it ends up saying nothing. A cluttered PDP gets more friction than function. Overwhelming users, leading to: - less time spent on page - missing value cues - fewer checkouts A well structured PDP doesn’t overwhelm, rather presents the information in a clear and digestible manner. Encouraging them to take action. In this post, I’ve broken down 12 changes I made to make the PDP easier to read and more focused on what actually helps users purchase. 1. Highlight customer satisfaction upfront. Show how many customers have purchased in the announcement bar. This builds immediate social proof that stays on all your pages. 2. Add benefit-focused badges above the product name. These help shoppers understand what key problems the product solves without needing to read through paragraphs. 3. Keep the title clear, and use a short subtitle to summarise the product and its core benefit. This helps users get both the “what” and the “why” at a glance. 4. Show the number of reviews beside the rating. It adds transparency and makes the rating feel more trustworthy, especially for first-time visitors. 5. Clarify price and pack size early. It saves users from searching for basic details which keeps attention focused on the purchase. 6. Use a context-rich main image. Featuring the product in its real-world use makes it easier to understand what’s being sold and how it fits into everyday life. 7. Expand image thumbnails beyond angles. Include images that show packaging and portion size to help customers evaluate fit and quality. 8. Add 2–3 bullet points above the fold. These help break down the product’s key benefits clearly, making it easier for skimmers to understand what makes it different. 9. Reinforce trust near the Add to Cart section. This is where buying hesitation happens so highlight things like delivery speed, return policies, or support to reduce friction. 10. Use icon-based highlights instead of long descriptions. Visual markers help users absorb information faster and keep the layout clean and scannable. 11. Break down product details visually. Showing ingredient percentages or content breakdowns in a simplified format helps make complex info more digestible. 12. Use accordions (not horizontal tabs). This allows users to expand only what they need, keeping the page organized and improving mobile usability. 13. Bring related variants closer to the decision zone. Show similar options earlier to help customers switch easily without needing to scroll to the bottom. Other UI/UX changes I did – Reduced text density to improve readability – Used consistent icons to simplify scanning – Added color cues for visual balance Found this useful? Let me know in the comments. PS: This checklist helps PDPs be clear and easy to follow without cramming in too much at once. This in turn will help the users make informed decisions that drive action. 

Get a Grip. Ever struggled with a slippery shampoo bottle in the shower, feeling like you're in an unplanned sequel to "Slip ‘N Slide"? If so, you're not alone. This bathroom battle highlights a critical but often overlooked aspect of packaging design—gripability. As we look to create sustainable packaging and minimal waste, practicality and user experience are crucial—what's the use of a reusable bottle if it slips from your grasp? Bathrooms are tricky—wet hands, soapy suds, and steam spell potential disaster. Ever tried picking up a conditioner bottle with hands covered in conditioner? It's a slippery slope. These aren't minor inconveniences—they're design flaws. Poor grip can waste product, frustrate, and even pose safety risks, jeopardising customer satisfaction and loyalty. Gripability isn't just about adding grooves, though; it's about integrating texture, shape, and materials for enhanced usability—even when wet. In sustainable design, where the focus is on materials and environmental impact, user-centric features like gripability are just as important. After all, sustainable packaging loses its value if it slips out of our hands and spills its contents down the drain. Designers tackling packaging challenges in wet environments must therefore choose materials that maintain traction when wet or those designed for grip. Shape is equally vital. Ergonomic contours and indentations ensure a secure grip, boosting user confidence and control. These features transform a potentially slippery surface into a stable hold. Tactile elements such as raised patterns or matte finishes provide sensory feedback and enhance grip, adding sophistication to the design while improving usability. Real-world testing with users in simulated wet conditions is crucial, providing insights that theoretical evaluations may overlook and ensuring designs meet real-life demands. Lion Pose stands out in skincare for its quality products and innovative packaging solutions. Their refillable bottles feature tactile, ergonomic ridges for enhanced grip, inspired by contemporary architecture, to signify strength and enhance user experience. So, let's grab the opportunity (literally) to elevate our packaging designs. The bathroom may be a slippery place, but with thoughtful design, our products don't have to be. Good design should always have a firm grip on both sustainability and usability—agree? #packagingdesign #sustainabledesign #productdesign #industrialdesign #sustainability 📷Lion Pose

Every company says they listen to customers. But most just hear them. There's a difference. After spending years building feedback loops, here's what I've learned: Feedback isn't about collecting data. It's about creating change. Most companies fail at feedback because: - They send random surveys - They collect scattered feedback - They store insights in silos - They never close the loop The result? Frustrated customers. Missed opportunities. Lost revenue. Here's how to build real feedback loops: 1. Gather feedback intelligently - NPS isn't enough - CSAT tells half the story - One channel never works Instead: - Run targeted post-interaction surveys - Conduct deep-dive customer interviews - Analyze product usage patterns - Monitor support conversations - Build customer advisory boards - Track social mentions 2. Create a single source of truth - Consolidate feedback from everywhere - Tag and categorize insights - Track trends over time - Make it accessible to everyone 3. Turn feedback into action - Prioritize based on impact - Align with business goals - Create clear ownership - Set implementation timelines But here's the most important part: Close the loop. When customers give feedback: - Acknowledge it immediately - Update them on progress - Show them implemented changes - Demonstrate their impact The biggest mistakes I see: Feedback Overload: - Collecting too much data - No clear action plan - Analysis paralysis Biased Collection: - Listening to the loudest voices - Ignoring silent majority - Over-indexing on complaints Slow Response: - Taking months to act - No progress updates - Lost customer trust Remember: Good feedback loops aren't about tools. They're about trust. Every piece of feedback is a customer saying: "I care enough to help you improve." Don't waste that trust. The best companies don't just collect feedback. They turn it into visible change. They show customers their voice matters. They build trust through action. Start small: 1. Pick one feedback channel 2. Create a clear process 3. Act quickly on insights 4. Show results 5. Scale what works Your customers are talking. Are you really listening? More importantly, are you acting? What's your approach to customer feedback? How do you close the loop? ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1999+ community members! 💥 [link in the comments section]

"A Multifaceted Vision of the Human-AI Collaboration: A Comprehensive Review" provides some interesting and useful insights into effective Humans + AI work, drawn from across the literature. Some of the specifics insights in the paper: 🧭 Use the five-cluster framework to tailor collaboration depth. The framework defines five types of human-AI collaboration: (1) Humans as optional tools, (2) Consensus-based coordination, (3) Asynchronous collaboration, (4) Humans and AI as co-agents, and (5) Humans directing AI. Choose the type based on your task: use cluster 1 for personalization (e.g. recommender systems), cluster 2 for group decision-making, clusters 3 and 4 for task co-execution, and cluster 5 when human judgment must lead the process. 🧠 Let humans steer the learning loop. Design workflows where human feedback isn't just collected but actively changes the model. Show users how their input influences outcomes, and ensure systems update based on their corrections—failing to do so erodes trust and engagement fast. 🔄 Support iterative improvement through clear feedback cycles. Let users provide input at multiple points in the workflow—before, during, and after AI output. Use real-time feedback, editable suggestions, and memory-based personalization (e.g., saving past preferences) to refine collaboration with each loop. 📣 Grant users communication initiative. Don’t restrict user interaction to predefined prompts—enable them to ask questions, challenge decisions, or suggest new directions. This increases user autonomy, supports trust, and improves performance in both individual and group collaboration. 🛠️ Customize AI outputs to user-specific contexts. Embed features that allow tailoring of recommendations, predictions, or decisions to individual preferences or needs. For example, let users tweak rehabilitation goals in health tools or input content preferences in recommender systems. 🤖 Use AI as an impartial coordinator in group settings. In scenarios with multiple human participants—such as disaster planning or multi-user workflows—deploy AI to synthesize input, allocate tasks, and reduce bias. Ensure the system is transparent and users can reject or adjust AI decisions. 🔐 Prioritize human-centered design values. Build systems that are transparent (explain why outputs were generated), trustworthy (learn from user feedback), accessible (usable by non-experts), and empowering (give users control over high-level behavior). These are essential for lasting, ethical collaboration.

That’s the thing about feedback—you can’t just ask for it once and call it a day. I learned this the hard way. Early on, I’d send out surveys after product launches, thinking I was doing enough. But here’s what happened: responses trickled in, and the insights felt either outdated or too general by the time we acted on them. It hit me: feedback isn’t a one-time event—it’s an ongoing process, and that’s where feedback loops come into play. A feedback loop is a system where you consistently collect, analyze, and act on customer insights. It’s not just about gathering input but creating an ongoing dialogue that shapes your product, service, or messaging architecture in real-time. When done right, feedback loops build emotional resonance with your audience. They show customers you’re not just listening—you’re evolving based on what they need. How can you build effective feedback loops? → Embed feedback opportunities into the customer journey: Don’t wait until the end of a cycle to ask for input. Include feedback points within key moments—like after onboarding, post-purchase, or following customer support interactions. These micro-moments keep the loop alive and relevant. → Leverage multiple channels for input: People share feedback differently. Use a mix of surveys, live chat, community polls, and social media listening to capture diverse perspectives. This enriches your feedback loop with varied insights. → Automate small, actionable nudges: Implement automated follow-ups asking users to rate their experience or suggest improvements. This not only gathers real-time data but also fosters a culture of continuous improvement. But here’s the challenge—feedback loops can easily become overwhelming. When you’re swimming in data, it’s tough to decide what to act on, and there’s always the risk of analysis paralysis. Here’s how you manage it: → Define the building blocks of useful feedback: Prioritize feedback that aligns with your brand’s goals or messaging architecture. Not every suggestion needs action—focus on trends that impact customer experience or growth. → Close the loop publicly: When customers see their input being acted upon, they feel heard. Announce product improvements or service changes driven by customer feedback. It builds trust and strengthens emotional resonance. → Involve your team in the loop: Feedback isn’t just for customer support or marketing—it’s a company-wide asset. Use feedback loops to align cross-functional teams, ensuring insights flow seamlessly between product, marketing, and operations. When feedback becomes a living system, it shifts from being a reactive task to a proactive strategy. It’s not just about gathering opinions—it’s about creating a continuous conversation that shapes your brand in real-time. And as we’ve learned, that’s where real value lies—building something dynamic, adaptive, and truly connected to your audience. #storytelling #marketing #customermarketing