Understanding customers across national cultures: the influence of national cultural differences on designers’ empathic accuracy

Jie Li*, Antti Surma-aho, Álvaro M. Chang-Arana, Katja Hölttä-Otto

*Tämän työn vastaava kirjoittaja

Tutkimustuotos: LehtiartikkeliArticleScientificvertaisarvioitu

9 Lataukset (Pure)

Abstrakti

For engineering design to be successful, it is essential to understand customer experience and identify customer needs. However, it is challenging to understand customers, especially those from different national cultures. The empathy literature suggests that having similar experiences to another person can help understand them better. This study adopts an empathy measure from psychology for use in a project where designers attempt to understand customers’ driving experiences in different countries and identify their needs for detecting road hazards. We quantify designers’ empathic accuracy and the correctness of their rating of customers’ emotional tone. The results show that national cultural differences significantly affect the accuracy of designers’ empathic understanding but do not impact their understanding of customers’ emotional tone.

AlkuperäiskieliEnglanti
Sivut538-558
Sivumäärä21
JulkaisuJournal of Engineering Design
Vuosikerta32
Numero10
Varhainen verkossa julkaisun päivämäärä18 toukokuuta 2021
DOI - pysyväislinkit
TilaJulkaistu - 2021
OKM-julkaisutyyppiA1 Julkaistu artikkeli, soviteltu

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