- Establish Deep Empathy
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What is empathy and why does it matter in XM? 2 min
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Two types of empathy 4 min
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Five ways organizations inhibit empathy 4 min
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Three ways to overcome empathy inhibitors 8 min
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Summary: Establish Deep Empathy 2 min
- Create Positive Memories
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How the "Peak-End Rule" applies to XM 7 min
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Human emotions and the role they play in XM 6 min
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Six ways to create positive memories 4 min
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Summary: Create Positive Memories 2 min
- Facilitate Intuitive Decisions
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Three strategies to incorporate heuristics and biases into experience design 2 min
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Strategy 1: Nudge - Point people in the right direction 4 min
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Strategy 2: Assist - Help people successfully accomplish a goal 6 min
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Strategy 3: Enhance - Make people feel good about their experiences 4 min
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Four steps to design for heuristics and biases 2 min
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Summary: Facilitate Intuitive Decisions 2 min
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Key Takeaways: Designing for Human Beings 2 min
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Testing Your Knowledge: Designing for Human Beings Assessment
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Course Summary: Understanding Human Experiences 3 min
Designing for Human Beings
In this course, take what you learn and apply it to designing better human experiences by using tactics to establish deep empathy, create positive memories, and facilitate intuitive decisions.
Learning Objectives:
- Learn about the types of empathy, ways organizations inhibit humans' natural empathy, and approaches for overcoming those inhibitors
- Understand how the Peak-End Rule applies in XM and six ways to design experiences to elicit positive memories
- Apply three strategies to incorporate heuristics and biases into experience design