“…Sleeswijk Visser, et al, 2007); 3) stepping into the user's experience, such as role play and photo diaries (e.g. Leonard & Rayport, 1997;Raviselvam, Hölttä-Otto & Wood, 2016;Moon, et al, 2019). Nevertheless, since empathy is not an "instantaneous quality" that could be completely observed from the data, but "evolves in a process over time" (Kouprie & Visser, 2009), designers should maintain direct and continuous contact with users to fully understand them.…”