Enablers and Barriers of Empathy in Software Developer and User Interactions: A Mixed Methods Case Study

被引:0
作者
Gunatilake, Hashini [1 ]
Grundy, John [1 ]
Hoda, Rashina [1 ]
Mueller, Ingo [1 ]
机构
[1] Monash Univ, Fac Informat Technol, Clayton, Vic, Australia
关键词
Empathy; human aspects; software engineering; awareness; enablers; barriers; software developers; end users; PRIOR EXPERIENCE; STUDENTS; EMOTION; CULTURE; PAIN; SCALE; FEEL; IVE;
D O I
10.1145/3641849
中图分类号
TP31 [计算机软件];
学科分类号
081202 ; 0835 ;
摘要
Software engineering (SE) requires developers to collaborate with stakeholders, and understanding their emotions and perspectives is often vital. Empathy is a concept characterising a person's ability to understand and share the feelings of another. However, empathy continues to be an under-researched human aspect in SE. We studied how empathy is practised between developers and end users using a mixed methods case study. We used an empathy test, observations, and interviews to collect data and socio-technical grounded theory and descriptive statistics to analyse data. We identified the nature of awareness required to trigger empathy and enablers of empathy. We discovered barriers to empathy and a set of potential strategies to overcome these barriers. We report insights on emerging relationships and present a set of recommendations and potential future works on empathy and SE for software practitioners and SE researchers.
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页数:41
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