Designing With Extreme Empathy: How to Build Products that Support People in a Crisis

As designers, we’re taught to champion empathy for people who use our products during stressful situations, but what do you do when everyone using your product is gong through a crisis? That’s exactly what Facebook’s Crisis Response team does when we build tools that help people communicate with friends and family, share their safety status, offer and request help and more. In this session, I’ll share how we’ve used qualitative and quantitative research to understand our users’ journeys and provide a toolkit for building products that support people when they’re dealing with stressful real-world experiences. People who attend this talk should walk away with a deeper understanding of the needs of people affected by crises and ideas of how they can apply these learnings to better serve people who use their products in times of stress.