We measure clicks.
We track conversions.
We optimize user flows.
But in all the dashboards and decision meetings, we often forget to ask the one question that changes everything:
“What would this feel like if I were the user?”
Not “Does it work?”
Not “Can people find it?”
But: How does it feel to walk through this experience as a human being?
Empathy Over Efficiency
Most UX conversations begin with good intentions—then drift toward speed, clarity, and KPIs.
Clean flows. Fewer clicks. Higher success rates.
But good metrics don’t always mean good experiences.
A person can complete a form—and still feel frustrated.
Attend an event—and still feel unseen.
Join a system—and still feel like they don’t belong.
Empathy doesn’t slow us down. It realigns us.
Because when we ask, “What would this feel like if I were the user?”—we move from checking a box to meeting a need.
Metrics Can’t Tell You Everything
We can (and should) measure what we can.
But data won’t show you:
- The hesitation before someone clicks “next”
- The exhaustion from navigating unclear next steps
- The emotional weight of wondering, “Do I really belong here?”
This is why qualitative insight matters.
A form can be functional—and still feel unwelcoming.
A group can be well-attended—and still feel disconnected.
A process can be efficient—and still feel exhausting.
The what means very little without the how.
Building Empathy Into UX Conversations
You don’t need a new platform to center empathy.
You need a new rhythm.
Try this:
- Ask the empathy question regularly
→ “What would this feel like if I were new here?”
→ “What parts of this experience might feel awkward, unclear, or discouraging?” - Map the emotional journey
→ Add emotional highs and lows to your journey maps or onboarding flows. - Involve real voices early and often
→ Invite users to react, reflect, or test the experience before launch. - Replace assumptions with stories
→ Use interviews and open feedback to understand how it actually feels.
Especially in Ministry and Mission-Driven Work
In nonprofit and ministry spaces, this matters even more.
People aren’t just clicking buttons.
They’re navigating trust.
They’re searching for meaning.
They’re trying to belong.
We often assume good intentions will carry the experience—but intentions don’t remove barriers.
Empathy does.
When we ask, “What would this feel like if I were the user?”, we’re not just improving UX.
We’re offering care.
We’re extending hospitality.
We’re aligning our systems with our values.
Empathy Is the Metric
UX research isn’t about making things work—it’s about making them work for people.
Centering how something feels doesn’t water down the work. It makes it more meaningful.
Because every click, every form, every next step is more than a task—it’s an experience.
And when we design from that place, we do more than optimize.
We create alignment. We build trust. We honor the people we serve.