Enablers and Barriers of Empathy in Software Developer and User Interaction: A Mixed Methods Case Study
CoRR(2024)
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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