Slides from Morten Rand-Hendriksen's WordCamp Europe 2016 talk by the same title. Companion article at https://mor10.com/empathy
The prevailing narrative in the web community hails empathy as a cure for much of what ails our modern digital spaces. Empathy seems a worthy tool for making our designs and interactive experiences more human, but used indiscriminately it may do more harm than good. To design experiences that fit the real lives of the people who use them, we need to take a critical look at our methods and make empathy the first step in a larger process.