On the Design Risks of Empathy Fatigue

This paper explores the nuanced dynamics of empathy in HCI, focusing on its application in designing technologies for individuals facing chronic or stigmatized illnesses. We explore three case studies from our past and current work involving: (1) children living with HIV; (2) online health communities on CaringBridge and Reddit; and (3) burnout among professional spiritual care providers. Drawing from these case studies, we examine instances where empathy, although well-intentioned, can lead to negative consequences such as fatigue, distress, or even harm for both recipients and providers. We highlight the importance of striking a balance between empathetic support and maintaining a sense of normalcy for users, and we advocate for designs that focus on more actionable and pragmatic responses rather than overly emotional needs or desires. Furthermore, we emphasize the necessity of integrating strategies for managing empathy fatigue and promoting self-care among caregivers and professionals (including researchers) into design processes. By carefully implementing a thoughtful and balanced approach to considering empathy in design, the HCI community can ensure that empathetic technologies truly enhance user experiences and contribute positively to health and well-being.