Why empathy still leads in learning design
Designing for people, not personas
In every role I’ve held, from developing over 100 programs at Wiley and other places to advising fast-moving edtech teams, there’s a consistent lesson: learning succeeds when it respects the human experience. I’ve seen sleek modules fall flat because they ignored learners’ real contexts and goals. And I’ve seen low-budget solutions work wonders by showing up at the right moment, with the right tone.
Before I map content or choose a platform, I start with the learner. Where are they right now? What are they anxious about? How does this training support their real-world performance? This isn’t high tech, it’s high touch. Those questions shape design choices more than any tech stack or framework. A beautiful interface is meaningless if it’s misaligned with what people need in the moment.
Empathy isn’t soft; it’s strategic
Empathy helps build trust, which fuels engagement. That’s why I advocate for user testing with real learners, not just stakeholders. It’s why I talk to front-line program managers during needs assessments and invite feedback early and often. Empathy helps us create learning that resonates, sticks, and scales.
Takeaway
Design anchored in empathy isn’t just more humane, it’s more effective.
Discussion Prompt
What’s one time you saw empathy, or its absence, change how someone learned?
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