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Book chapter · Empathic Service Design, Bloomsbury, 2025

The role of cultural sensitivity in fostering empathy in service design

A service design process run across Denmark and China, and the four moves of cultural sensitivity (recognition, learning, respect, adaptation) that build trust and empathy with the people a service is for, and inside the team that designs it.

Read the extract on Bloomsbury

With Luca Simeone. Chapter 7, pp. 103–122, in Empathic Service Design: Challenges in Design, Analysis and Services, edited by Melanie Sarantou, Satu Miettinen and Titta Jylkäs. DOI 10.5040/9781350476424.ch-7

Cover of Empathic Service Design, Bloomsbury, 2025
Also, with the Service Design Lab
  • Cultural sensitivity in the service design process: guidelines to service designers. Toolkit, Service Design Lab, Aalborg University, 2023. Objectives and methods for a pre-project phase and for each of Discover, Define, Develop and Deliver, for designers whose users do not share their culture.
  • Culture in semi-structured interviews. Paper, Service Design Lab, Aalborg University, 2022. How an interviewer’s and a participant’s cultures shape what gets asked, what gets said, and what the designer hears.
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