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Customer Journey Mapping is a widespread service design tool that synthesizes and communicates user research insights to stakeholders. In its common form, a journey map is a synthetic (typically non-interactive) visualization of the key steps of the users' experience with a service or product. By decomposing the elements of a journey map and staging them under the form of a physical and interactive installation, we intend to leverage the power of journey mapping to break silos and prompt employees within an organization to discover end-users journeys in a compelling and empathic way. This aims to support the user-centered maturity of the organization by developing employees' curiosity and empathy towards users. We illustrate this approach through a case study on railway passengers' experiences. We explore the value of richer transfers of user research insights through physical journey maps and discuss design processes and mediums enabling journey maps to come to life. This work is licensed under a Creative Commons Attribution-NonCommercial International 4.0 License.

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EmpathiCH aims to bring together and blend a diverse set of expertise to develop a new research agenda in the context of "Empathy-Centric Design". Building on the discussions that emerged in the previous edition, the main research objective is to form a comprehensive and coherent framework that utilizes empathy as a new dimension of human-factors research and practice. We aim to consolidate the existing theoretical and conceptual constructs of empathy from diverse domains to reflect on its temporality, materiality, and the risks related to its instrumentalization. With a mix of author panels, expert discussion, and interactive activities, we aim to make this workshop the ideal venue to foster collaboration, expand the community, and shape the future direction of "Empathy-Centric Design". CCS CONCEPTS• Human-centered computing → HCI theory, concepts and models; HCI design and evaluation methods.

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