I recently came across this speech from Sumana Harihareswara, an exec at the Wikimedia Foundation, about how user experience (UX) is, at is heart, a social justice issue. It's great, particularly for techies, because (hey, EMPATHY) it puts it in very tech-friendly terms:
Let's look at what it takes to do user experience work. You have to look at your service from the point of view of someone who knows a lot less than you, and see where they're coming from. You have to imagine the reasons why they want what they want. Seeing that causation, seeing the connection between what someone's doing now and all the causation that went before it, is empathy. It's a little like reverse engineering; you're trying to unlock the DRM that's stopping them from getting what they need. Which is a really cool hack, actually.
We need to to exercise a disciplined empathy. It's an empathy that includes qualitative thinking, like interviews and watching people use stuff to see where the snags are, and quantitative thinking, like A/B testing and heatmaps.
But the tech industry is pretty crappy at empathy. And I'm speaking from my experience here - I know library tech is its own field - but in my experience of our industry, we just drop the ball on empathy and hospitality, a lot.
This issue is SO IMPORTANT, for the ICT4D community in particular. I feel like I'm beating my head against a wall sometimes when I write about empathy, because it's hard to say anything new when it feels like nothing ever changes.
But - and here, of course, I can add my own experience to the mix - she's right. Because empathy is hard. If you have not spent a lot of time with Burmese refugees who have literally never seen a computer before, it's hard to imagine what their user experience might be like. Not impossible, but certainly not intuitive. And yet the experience is the gate; it's the X in "If X, then Y." Which means that if we want to use technology - any kind of technology, from radio to broadband - to give people more options and choices in their lives, we have to get imagining. We don't really have a choice.
(Side note: if you are at all interested in technology and its potential, particularly from this angle, I really can't recommend enough that you subscribe to Sumana's blog. I learned about it from Brendan, the King of the Internet, who never updates his own blog anymore but is also worth following on Twitter for the same kind of content and much, much more.)