Designing For User Empathy

Your research findings are useless if they don't drive decisions. After watching countless brilliant insights disappear into the void, I developed 5 practical templates I use to transform research into action: 1. Decision-Driven Journey Map Standard journey maps look nice but often collect dust. My Decision-Driven Journey Map directly connects user pain points to specific product decisions with clear ownership. Key components: - User journey stages with actions - Pain points with severity ratings (1-5) - Required product decisions for each pain - Decision owner assignment - Implementation timeline This structure creates immediate accountability and turns abstract user problems into concrete action items. 2. Stakeholder Belief Audit Workshop Many product decisions happen based on untested assumptions. This workshop template helps you document and systematically test stakeholder beliefs about users. The four-step process: - Document stakeholder beliefs + confidence level - Prioritize which beliefs to test (impact vs. confidence) - Select appropriate testing methods - Create an action plan with owners and timelines When stakeholders participate in this process, they're far more likely to act on the results. 3. Insight-Action Workshop Guide Research without decisions is just expensive trivia. This workshop template provides a structured 90-minute framework to turn insights into product decisions. Workshop flow: - Research recap (15min) - Insight mapping (15min) - Decision matrix (15min) - Action planning (30min) - Wrap-up and commitments (15min) The decision matrix helps prioritize actions based on user value and implementation effort, ensuring resources are allocated effectively. 4. Five-Minute Video Insights Stakeholders rarely read full research reports. These bite-sized video templates drive decisions better than documents by making insights impossible to ignore. Video structure: - 30 sec: Key finding - 3 min: Supporting user clips - 1 min: Implications - 30 sec: Recommended next steps Pro tip: Create a library of these videos organized by product area for easy reference during planning sessions. 5. Progressive Disclosure Testing Protocol Standard usability testing tries to cover too much. This protocol focuses on how users process information over time to reveal deeper UX issues. Testing phases: - First 5-second impression - Initial scanning behavior - First meaningful action - Information discovery pattern - Task completion approach This approach reveals how users actually build mental models of your product, leading to more impactful interface decisions. Stop letting your hard-earned research insights collect dust. I’m dropping the first 3 templates below, & I’d love to hear which decision-making hurdle is currently blocking your research from making an impact! (The data in the templates is just an example, let me know in the comments or message me if you’d like the blank versions).

The key to mastering discovery has nothing to do with asking questions. Here's a flip in perspective that recently changed my discovery calls: Before deciding which question to ask...you need to know what you're trying to get your prospect to say in the first place! When you know what you need them to say...it's much easier to reverse-engineer what to ask. Great discovery requires that you understand the relationships between: 1. The most common prospect "types" you'll encounter. 2. The most common problems for each type of prospect.  3. The broader business impact each given problem creates. When you know the flow of how situations --> problems --> impact, you can just authentically ask questions that lead the call in that direction. But if you just ask questions for the sake of asking questions, you come off as canned and don't even guarantee you'll "discover" what you needed to. 𝗛𝗲𝗿𝗲'𝘀 𝘁𝗵𝗲 𝘀𝗼𝗹𝘃𝗲: Define in advance what you need to "discover" for YOUR sale. 𝗟𝗮𝘆𝗲𝗿 𝟭: 𝗧𝗵𝗲𝗶𝗿 𝗦𝗶𝘁𝘂𝗮𝘁𝗶𝗼𝗻 What information do you need to know about your prospect to determine what problems they are likely to have? --- 𝗟𝗮𝘆𝗲𝗿 𝟮: 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗣𝗿𝗼𝗯𝗹𝗲𝗺 Based on the "type" of prospect you're meeting with, what problems do they usually have? If you know the top 3 pain points you solve for this type of prospect...just ask if they have any of those 3 problems. --- 𝗟𝗮𝘆𝗲𝗿 𝟯: 𝗘𝘅𝗲𝗰 𝗣𝗿𝗼𝗯𝗹𝗲𝗺 "Pain points" are usually 4-5 figure problems. You won't sell a 6-figure deal solving a 5 figure problem. Map out in advance why the "pain" you discovered might actually matter to an Exec. Hint: You can usually tie the operational problem to 1 of these things: 1. Help them make $ 2. Help them save $ 3. Mitigate risk --- 𝗟𝗮𝘆𝗲𝗿 𝟰: 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗜𝗺𝗽𝗮𝗰𝘁 You probably won't get here on the first call. But if you can eventually get your prospect to articulate how the Exec problem impacts the entire business, you have a much stronger business case. Look for things like: 1. A C-Level Metric 2. A Board-Level Priority  3. Existential Business Risk ____ TL;DR Knowing where you need to take the call is FAR more important than knowing the "perfect" discovery questions to ask. Liking this concept and want help building out your discovery plan? You may enjoy the new 30 Minutes to President's Club discovery course where we teach you step-by-step how to build this for whatever YOU sell.

Most teams are just wasting their time watching session replays. Why? Because not all session replays are equally valuable, and many don’t uncover the real insights you need. After 15 years of experience, here’s how to find insights that can transform your product: — 𝗛𝗼𝘄 𝘁𝗼 𝗘𝘅𝘁𝗿𝗮𝗰𝘁 𝗥𝗲𝗮𝗹 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗳𝗿𝗼𝗺 𝗦𝗲𝘀𝘀𝗶𝗼𝗻 𝗥𝗲𝗽𝗹𝗮𝘆𝘀 𝗧𝗵𝗲 𝗗𝗶𝗹𝗲𝗺𝗺𝗮: Too many teams pick random sessions, watch them from start to finish, and hope for meaningful insights. It’s like searching for a needle in a haystack. The fix? Start with trigger moments — specific user behaviors that reveal critical insights. ➔ The last session before a user churns. ➔ The journey that ended in a support ticket. ➔ The user who refreshed the page multiple times in frustration. Select five sessions with these triggers using powerful tools like @LogRocket. Focusing on a few key sessions will reveal patterns without overwhelming you with data. — 𝗧𝗵𝗲 𝗧𝗵𝗿𝗲𝗲-𝗣𝗮𝘀𝘀 𝗧𝗲𝗰𝗵𝗻𝗶𝗾𝘂𝗲 Think of it like peeling back layers: each pass reveals more details. 𝗣𝗮𝘀𝘀 𝟭: Watch at double speed to capture the overall flow of the session. ➔ Identify key moments based on time spent and notable actions. ➔ Bookmark moments to explore in the next passes. 𝗣𝗮𝘀𝘀 𝟮: Slow down to normal speed, focusing on cursor movement and pauses. ➔ Observe cursor behavior for signs of hesitation or confusion. ➔ Watch for pauses or retracing steps as indicators of friction. 𝗣𝗮𝘀𝘀 𝟯: Zoom in on the bookmarked moments at half speed. ➔ Catch subtle signals of frustration, like extended hovering or near-miss clicks. ➔ These small moments often hold the key to understanding user pain points. — 𝗧𝗵𝗲 𝗤𝘂𝗮𝗻𝘁𝗶𝘁𝗮𝘁𝗶𝘃𝗲 + 𝗤𝘂𝗮𝗹𝗶𝘁𝗮𝘁𝗶𝘃𝗲 𝗙𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸 Metrics show the “what,” session replays help explain the “why.” 𝗦𝘁𝗲𝗽 𝟭: 𝗦𝘁𝗮𝗿𝘁 𝘄𝗶𝘁𝗵 𝗗𝗮𝘁𝗮 Gather essential metrics before diving into sessions. ➔ Focus on conversion rates, time on page, bounce rates, and support ticket volume. ➔ Look for spikes, unusual trends, or issues tied to specific devices. 𝗦𝘁𝗲𝗽 𝟮: 𝗖𝗿𝗲𝗮𝘁𝗲 𝗪𝗮𝘁𝗰𝗵 𝗟𝗶𝘀𝘁𝘀 𝗳𝗿𝗼𝗺 𝗗𝗮𝘁𝗮 Organize sessions based on success and failure metrics: ➔ 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗖𝗮𝘀𝗲𝘀: Top 10% of conversions, fastest completions, smoothest navigation. ➔ 𝗙𝗮𝗶𝗹𝘂𝗿𝗲 𝗖𝗮𝘀𝗲𝘀: Bottom 10% of conversions, abandonment points, error encounters. — 𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗮 𝗖𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝘁 𝗦𝗲𝘀𝘀𝗶𝗼𝗻 𝗥𝗲𝗽𝗹𝗮𝘆 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗲 Make session replays a regular part of your team’s workflow and follow these principles: ➔ Focus on one critical flow at first, then expand. ➔ Keep it routine. Fifteen minutes of focused sessions beats hours of unfocused watching. ➔ Keep rotating the responsibiliy and document everything. — Want to go deeper and get more out of your session replays without wasting time? Check the link in the comments!

In my 20+ years of implementing HR tech solutions, one thing is clear: success hinges on understanding the last person in the value chain. Whether it's an end-user or an admin, their experience makes or breaks adoption. We must spend time on the ground, understanding their real issues - from manual uploads to circuitous processes. HR tech founders & leaders, ask yourself: --> Are you spending enough time with your end-users? --> Do you truly understand their pain points? Only then can you build a system that truly serves its purpose. #HRtech #Implementation #UserExperience #Adoption

Great products are built when you don’t listen to users! But when you listen to PEOPLE. We call them "users," but those people have lives, goals, and frustrations outside of just interacting with our product. A user might say "I need a faster checkout process”. But a person might say "I want to spend less time online shopping and more time with my family." Understanding the deeper motivation can help us design solutions that address the core issue. This means going beyond traditional user research and actively listening to the people we are trying to help. What problems are they trying to solve? What are they hoping to ultimately accomplish?   What frustrations are we inadvertently creating for them? The key takeaway? Listen beyond user actions to understand the deeper human needs and aspirations. Create products that don't just get used, but that make a positive difference in people's lives.

Ever heard of the 'peak-end rule'? This psychological principle often goes unnoticed, yet it plays a crucial role in product design. Especially within SaaS platforms. The peak-end rule suggests that our memory of past experiences is shaped not by the entire experience, but primarily by its peaks (both positive and negative) and how it ended. In other words, users will judge an entire experience based on its most intense points and its conclusion. This has profound implications in product design. It guides how we craft user journeys and interactions. Every touchpoint, feature, and interaction forms part of a user's experience in SaaS platforms. By focusing on creating positive peak moments and satisfying conclusions, we can shape a user’s overall perception of the software. Even if every single moment isn’t perfect. For SaaS products, where first impressions and overall user satisfaction are key, applying the peak-end rule can significantly enhance the 'time to value'. By designing peak moments that delight users and ensuring their journey ends on a high note, we can create a more memorable and positive experience. This encourages quicker adoption and deeper engagement. As product teams, we must recognize the power of the peak-end rule in shaping user perceptions. By intentionally designing these peak moments and satisfying endings, we can craft experiences that meet and exceed user expectations. This fosters loyalty and long-term engagement. Have you noticed the impact of peak moments and endings in your experience with SaaS products? #UXDesign #SaaS #UserExperience #DigitalStrategy #UX

Understanding UI/UX at the Core - Series #Day5 Choosing the right solution is about responsibility, not brilliance. 🌻 After ideation, designers are often surrounded by possibilities. - Some ideas feel exciting. - Some look impressive. - Some feel safe to ship. This is the moment where design stops being about creativity alone and starts becoming about judgment. The best solution is rarely the smartest or the most complex one. It’s usually the one that sits closest to the user’s real pain. This is where both qualitative and quantitative insights guide decisions. 💡 Qualitative data helps us understand emotions: confusion, stress, hesitation, trust. 💡 Quantitative data shows patterns: where users struggle, drop off, or slow down. When these two come together, decision-making becomes grounded, not opinion-based. I’ve learned to ask one simple question at this stage: Which solution reduces the most friction for the user with the least effort from them? Keeping the user at the centre changes everything. - You stop asking, “Which idea is more creative?” - You start asking, “Which option genuinely helps?” As designers, we are creative and empathetic by nature and that makes our role a responsibility. The things we design shape how people move through their day, how confident they feel using a product, and how much effort life demands from them. Good design decisions don’t try to impress. They try to respect. When a solution truly understands the user’s context, limitations, and emotions, it doesn’t need justification. It simply feels right. 🚀 Design isn’t about proving intelligence. It’s about quietly making people’s lives a little easier and a little better. 💫 LinkedIn Figma Uxcel topmate.io #uiux #empathy #learn #lessons #uiuxdesign #usercentereddesign #designthinking #uxdecisionmaking #productdesign #uxprinciples #ideation #designercommunity #designeducation #creator #linkedin #post #juniordesingers #job #design

i've interviewed 87 product managers in the last two years. here's a pattern nobody talks about: the best ones are obsessed with user problems, not solutions. most candidates walk in with slide decks. feature roadmaps. grand visions. but when i ask "tell me about a user's actual pain point," half can't give a specific example. the standout candidates? they tell stories. "maria, a small business owner, spends 3 hours every week reconciling invoices manually." they know names. they know specific minutes lost. they've watched real humans struggle. technical skills matter. but empathy is the superpower. understanding not just what users do, but why they do it. i started tracking this accidentally. noticed it wasn't about education or background. it was about curiosity. about actually caring. great product management isn't about building features. it's about solving real human problems. what problem are you genuinely curious about?

I’m not asking my CSMs to resolve support tickets. I’m asking them to leverage them. Support tickets aren’t just a backlog of problems; they’re customer truth bombs waiting to explode. If you’re not mining them for insights, you’re flying blind—and that’s exactly how churn sneaks up on you. Every Customer Success team I’ve ever led has been trained to use Support tickets strategically. Why? Because they’re packed with insights that make us better at our jobs. ✅ We learn more about the product. ✅ We spot trends before they become problems. ✅ We understand our customers’ use cases more deeply. If you’re not tapping into support data, here’s what you’re missing: 🔥 Emerging Pain Points Recurring issues expose friction in the customer journey. Ignore them, and those minor frustrations turn into churn-worthy headaches. 🔥 Product Gaps Customers vote with their tickets. If the same feature requests or usability complaints keep surfacing, your roadmap is practically writing itself. 🔥 Engagement Risks A spike in tickets isn’t just noise—it’s a flare. Users don’t submit tickets when they’re thriving; they do it when they’re stuck, frustrated, or in need of more enablement. Here are a few ways my team and I are using these insights: ✅ Spot & Engage Struggling Users A surge in ticket volume? Proactively reach out before frustration turns into a cancellation. ✅ Create Targeted Content If the same questions keep coming up, turn those insights into help docs, webinars, or office hours. ✅ Surface Expansion Opportunities Seeing frequent feature requests? Build them—or better yet, use them to tee up expansion conversations. ✅ Map Out User Behavior Support tickets tell you who’s onboarding, who’s adopting new features, and who’s stuck. Use that data to drive deeper engagement. ✅ Collaborate with Product Your product team needs this intel. Share support trends regularly to influence meaningful fixes and features. High ticket volume isn’t necessarily a bad thing—but you need to know how to use it to your advantage. Bottom line? CSMs don’t need to fix support tickets. But the best ones know how to use them to drive retention, expansion, and adoption. _____________________________ 📣 If you liked my post, you’ll love my newsletter. Every week I share learnings, advice and strategies from my experience going from CSM to CCO. Join 12k+ subscribers of The Journey and turn insights into action. Sign up on my profile.

After 10,000 hours of user research, here's everything I've learned distilled into 9 key takeaways (that you can start applying today): 1. User research is the best insurance policy you’ll ever invest in. The earlier you research, the less risk you take on. - For every $1 spent fixing an issue during development, it costs $10 to fix in production. - Early insights save time, money, and reputation. 🔗 https://lnkd.in/eJVPUkBe 2. If no one is acting on your research, the problem isn’t them—it’s you. Insights only matter if they drive change. Here’s a simple formula to make your findings actionable: 1. Problem: What’s broken? 2. Impact: What’s the cost (time, money, frustration)? 3. Solution: What’s the fix? Stakeholders don’t ignore clarity. 🔗 https://lnkd.in/eBu7KEyG 3. Users often don’t know what they need—and that’s okay. Users are great at describing problems, but rarely solutions. - Don’t ask them what they want—ask what’s frustrating them, what workarounds they use, and how they solve problems today. 🔗 https://lnkd.in/eVBvDr9c 4. Pain points are treasure maps—follow them. Every time a user struggles, they’re handing you an opportunity to improve. - A client discovered users were copy-pasting passwords to log in. The fix? A password manager integration that reduced churn by 30%. The bigger the pain, the bigger the potential win. 5. Forget about tools—master the basics first. Fancier software won’t make you better at understanding your users. - A Google Doc and sticky notes can uncover world-changing insights. - Focus on asking the right questions, not which tool to use. 🔗 https://lnkd.in/eqhy3Tzr 6. The best insights come early—before anyone’s built anything. The most expensive mistakes happen when you skip research in the ideation phase. - Don’t wait for prototypes. Get in the field, talk to users, and validate assumptions before anyone writes a line of code. - Early research saves late regrets. 🔗 https://lnkd.in/ecBReAW8 7. Your stakeholders don’t care about “findings”—they care about results. Your report isn’t the product—impact is. Tie every insight to a business metric: - Churn? Reduced. - Revenue? Increased. - Efficiency? Improved. When insights = results, you’ll never struggle for buy-in again. 🔗 https://lnkd.in/eAzkpxub 8. Your job isn’t just to research—it’s to align teams. Most UX problems are rooted in misaligned goals, not bad designs. Use research as a bridge between teams: - Show designers, PMs, and engineers what users actually need (and what they don’t). Alignment creates momentum—and better outcomes. 🔗 https://lnkd.in/e3wyQr25 9. Good research challenges assumptions. If your findings aren’t making people uncomfortable, you’re playing it too safe. Dig deeper. Push harder. The most powerful insights don’t validate—they transform. Image via Midjourney