Empathy in Design

My name is Loc Nguyen. I am the principal UX designer at ACL Services LTD. I have been in this field for a number of years, and if I had to pick only one word among what I have learned from my career as a designer, I would say “Empathy.

By nature, we all have the ability to empathize. Empathy is quality that most people have, but with our busy lives and so much going on around us it is easy to forget. I often ask the team I work with how often do they think about the users when they make a decision.

In my previous life, it was before I became a designer, I worked as a photographer in my uncle’s photo studio. I often went out to shoot commercial photos. After a few years, I learned a thing or two about photography. Fast forward two decades, I still take pictures, and my favourite subject is children. One thing I have learned about taking good photos of children is that I need to get down to their eye level, and see things the way they do.

Jadelin, my niece, in her Halloween princess costume.

As a designer, I am supposed to solve a problem in an elegant way with a simple interaction flow and simple UI. In order to do so, I need to understand our users, their workflow, their pain points, and most importantly, the context of how they will be using my design.

One of the best things about working at ACL is that we have many people on our product design team, product management team, support and professional service team who are subject matter experts. Even our VP of product used to be an auditor. We have deep understanding of what the problems are, and we come up with solutions that address the pain that our customers face.

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