
Luce DrouetUniversity of Luxembourg · Human-Computer Interaction
Luce Drouet
Doctoral Researcher in User Experience
PhD in progress - Empathy in Service Design
About
9
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Introduction
Doctoral Researcher in UX and Psychology at University of Luxembourg in the Human-Computer Interaction group since November 2019.
Triggering and measuring empathy in service design.
In partnership with the Luxembourgish Railway (Chemins de Fer Luxembourgeois)
Skills and Expertise
Publications
Publications (9)
To design user-centered services, it is essential to build empathy toward users. It is hence strategic to trigger empathy for users among professionals concerned with shaping service user experiences. There is, however, a lack of quantitative tools to measure empathy in design. Through two studies, we report on the development and validation of the...
While existing approaches for assessing passenger experience are often limited to surveys of customer satisfaction, societal and technological challenges push the railway industry to adopt a user-centric approach to the design of their service. We used the love and breakup method in a study involving N = 53 passengers making a declaration to their...
Research in HCI and design position empathy as a key factor of a successful user-centred approach, supported by the emergence of empathic design methods. However, there is a dearth of empathy measurement tools to investigate the actual ability of design methods to trigger empathy among designers and beyond within the organization. For service stake...