Luce Drouet

Luce Drouet
University of Luxembourg · Human-Computer Interaction

Doctoral Researcher in User Experience
PhD in progress - Empathy in Service Design

About

9
Publications
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47
Citations
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)

Publications

Publications (9)
Article
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...
Article
Full-text available
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...
Conference Paper
Full-text available
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...

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