When I first read about the “internet of caring things,” I couldn’t stop thinking about what it really means to design for empathy. Technology might connect our homes, track our health, and even nudge us to take better care of ourselves. But what if that same ethos of care could transform how organisations work, how we design policies, and how we approach change?
We’ve all felt the strain of working in organisations that focus on efficiency over empathy. Yet, as we face big societal challenges — whether it’s tackling inequality, climate change, or adapting to rapid change — the organisations that will thrive are those that lead with care, both for people and the planet.
Let’s explore how organisations can embrace empathy as a guiding principle, with practical steps and real-world examples.
1. Leading with care: a shift in mindset
Empathy isn’t a buzzword — it’s a mindset. It’s about creating systems and services that truly meet people’s needs, not just ticking boxes or hitting KPIs. And it’s not just about customers or service users — it’s about your team, your partners, and your community.
How to apply this:
- Start with active listening: organise forums or workshops to hear directly from those affected by an issue.
- Map the human impact: create journey maps that reflect people’s real experiences, not just processes.
- Co-design solutions: involve service users in prototyping ideas to ensure they meet real needs.
2. Designing for the “caring things” mindset
Technology can be a powerful enabler of care, but it’s only as good as the intention behind it. Think about systems that adapt to users’ needs — like a personalised health app — or platforms that connect people to local opportunities for support.
Adur & Worthing’s digital inclusion initiative demonstrates this beautifully. They partnered with local groups to distribute devices and provide training, ensuring no one was left behind in accessing vital services.
The Design Council’s work on inclusive design (https://www.designcouncil.org.uk/our-work/inclusive-design/) provides further inspiration, showing how thoughtful design can help bridge gaps and create more equitable systems.
How to apply this:
- Prioritise accessibility: ensure digital services are designed for everyone, including those with limited tech skills or disabilities.
- Use data with care: leverage insights to personalise services, but always consider ethics and privacy.
- Build for adaptability: design systems that can evolve as user needs change.
3. Empathetic leadership: care starts at the top
Empathy must flow through an organisation, starting with its leaders. Leaders set the tone — whether it’s valuing staff well-being, prioritising sustainable practices, or creating cultures where everyone feels heard.
Take inspiration from B Corps like Patagonia, which embeds care for people and the planet into every aspect of its business. Closer to home, the Worthing Heat Network highlights how leadership can drive sustainable and community-focused initiatives.
How to apply this:
- Foster open dialogue: encourage leaders to regularly check in with teams and communities.
- Align values and actions: ensure organisational decisions reflect your commitment to care.
- Celebrate care: recognise and reward behaviours that show empathy, collaboration, and thoughtfulness.
4. A call to action: embedding empathy everywhere
So, where do we start? Empathy isn’t just something we talk about — it’s something we do. Here’s a challenge:
- Think about one process in your organisation that could be redesigned with empathy at its core. How would you listen differently? Who else could you involve? What would success look like for the people impacted?
Whether you’re leading a mission-based programme, redesigning services, or shaping organisational strategy, take a moment to centre care in your work. Let’s create systems that don’t just function — they feel.
Because when organisations lead with care, they don’t just meet needs — they transform lives. And isn’t that what we’re here to do?
