Due to its potential transformative nature, empathy has increasingly received attention in business, psychology, neuroscience, education, medicine, social sciences and design, to mention only a few. During the last two decades, discussions about the role of empathy in design and creative research and practice have developed, with empathy perceived as a key instrument in human-centred design and design thinking. This book revisits the powerful concept of empathy in the new post-pandemic era in which ubiquitous digitalisation presents challenges to retaining human-centredness when developing products and services.
The book presents a practical four-step approach to the challenges presented concerning how organisations can turn from merely feeling empathy with or for people, to actions of empathy and compassion that can be implemented with and by communities. A wide range of organisations and organisational settings can benefit from the presented case studies and research methods. Through them, the book explores how to discover, share and act with empathy and compassion in the new digitally driven post-pandemic era to innovate across a wide range of organisations, including for-profit and not-for-profit businesses and those in the public and third sectors.
This edited volume will appeal to global researchers in the fields of product and service design and digital, social innovation, as well those interested in organisational development. The practical, interdisciplinary nature of the book and innovative four-step approach will also appeal to upper-level students.
Author(s): Melanie Sarantou, Satu Miettinen
Publisher: Routledge
Year: 2022
Language: English
Pages: 318
City: London
Cover
Half Title
Title Page
Copyright Page
Table of
Contents
List of figures
List of tables
List of contributors
Acknowledgements
1. Introduction
SECTION A: The role of creativity and the arts in creating empathy: Step 1: Create connections for generating empathy
2. ‘We really have quite a lot to say …’: Fostering agency of youth with asylum-seeking backgrounds by arts-based methods and dialogue as actions of empathy
3. Encouraging empathy in creative tourism
4. Empathy in digital participatory artworks
5. Collaborative art and storytelling as an empowering tool for social design
SECTION B: The role of stories in creating empathy: Step 2: Create emotional insights
6. Building empathy in a digital business through Love and Break-up Letters
7. Comprehending the lenience on academic assessment regulations through university
students’ emotional insights in Tanzania
8. Building trust with storytelling: Dialogues and encounters in the Arctic
9. Imagine this! Storytelling, places and empathy
10. Telling the story: How arts-based methods can create space for empathy in students and teachers in the postcolonial university design context
SECTION C: The role of design in creating empathy: Step 3: Wayfinding and initiating action with beneficiaries
11. Empathic perspective to understand people’s experiences in the service prototyping context in Chile
12. Benefits and challenges of designer empathy work in multidisciplinary collaboration
13. Towards a more empathic organization: An exploratory case study of a multinational manufacturing corporation
14. Design, empathy and autonomy: Reflections on theory and practice
15. Materiality as a mediator of empathy through culture-based product design for tourism
SECTION D: The role of technology in creating empathy: Step 4: Scaling up empathic action
16. Human or nonhuman agent? Experiences of empathy in a digital customer tourism journey
17. Capitalising on empathic actions: Design principles of digitally transforming business processes
18. Empathy and delivery cyclists
19. AI innovations, empathy and the law: A user-centric perspective on copyright and privacy
Index
