Melanie Sarantou is an adjunct professor in social design and senior researcher at the University of Lapland, investigating how arts and narrative practices impact marginalised women in communities in Namibia, Lapland, Russia and Australia. Her current research focuses on the role of arts in societies that exist on the margin of Europe in the European Commission-funded Horizon 2020 project titled ‘Action on the Margin: Arts as Social Sculpture’.Satu Miettinen is professor of Service Design at the University of Lapland, Finland, with research interests spanning the themes of design methods in engaging with the Arctic region, service design methods for inclusion, the participatory development of services and socially responsible art and design methods.

• 1 IntroductionMelanie Sarantou and Satu MiettinenSECTION A The role of creativity and the arts in creating empathy: Step 1: Create connections for generating empathy 2 ‘We really have quite a lot to say …’: Fostering agency of youth with asylum-seeking backgrounds by arts-based methods and dialogue as actions of empathyEnni Mikkonen and Katri Konttinen3 Encouraging empathy in creative tourism Tatiana Kravtsov, Maria Huhmarniemi and Outi Kugapi4 Empathy in digital participatory artworks Katja Juhola, Marija Griniuk and Smaranda-Sabina Moldovan5 Collaborative art and storytelling as an empowering tool for social design Daria Akimenko, Melanie Sarantou and Satu MiettinenSECTION B The role of stories in creating empathy: Step 2: Create emotional insights 6 Building empathy in a digital business through Love and Break-up Letters Rosana Vasques, Mikko Koria and Maria Cecilia Loschiavo Dos Santos7 Comprehending the lenience on academic assessment regulations through university students’ emotional insights in Tanzania Albert Tibaijuka and Ludovick Myumbo8 Building trust with storytelling: Dialogues and encounters in the Arctic Caoimhe Isha Beaulé and Mari Viinikainen9 Imagine this! Storytelling, places and empathy Juha Iso-Aho, Nina Luostarinen and Pekka Vartiainen10 Telling the story: How arts-based methods can create space for empathy in students and teachers in the postcolonial university design context Michelle Olga van WykSECTION C The role of design in creating empathy: Step 3: Wayfinding and initiating action with beneficiaries 11 Empathic perspective to understand people’s experiences in the service prototyping context in Chile Mira Alhonsuo and Mariluz Soto Hormazábal12 Benefits and challenges of designer empathy work in multidisciplinary collaboration Tarja Pääkkönen and Marina Bos-de Vos13 Towards a more empathic organization: An exploratory case study of a multinational manufacturing corporation Krista Korpikoski14 Design, empathy and autonomy: Reflections on theory and practiceBruna Montuori, Maria Luiza Viana, Rosana Vasques and Maria Cecilia Loschiavo Dos Santos15 Materiality as a mediator of empathy through culture-based product design for tourism Heidi Pietarinen, Eija Timonen and Melanie SarantouSECTION D The role of technology in creating empathy: Step 4: Scaling up empathic action 16 Human or nonhuman agent? Experiences of empathy in a digital customer tourism journey Päivi Hanni-Vaara17 Capitalising on empathic actions: Design principles of digitally transforming business processes Yangyang Zhao and Timothy K. Craig18 Empathy and delivery cyclists Eduardo Rumenig Souza, Luiz E. P. B. T. Dantas, Rosana Vasques, André Casanova Silveira and Maria Cecília Loschiavo dos Santos19 AI innovations, empathy and the law: A user-centric perspective on copyright and privacy Robert van den Hoven van Genderen, Rosa Maria Ballardini and Marcelo Corrales Compagnucci

Melanie Sarantou is an adjunct professor in social design and senior researcher at the University of Lapland, investigating how arts and narrative practices impact marginalised women in communities in Namibia, Lapland, Russia and Australia. Her current research focuses on the role of arts in societies that exist on the margin of Europe in the European Commission-funded Horizon 2020 project titled ‘Action on the Margin: Arts as Social Sculpture’.Satu Miettinen is professor of Service Design at the University of Lapland, Finland, with research interests spanning the themes of design methods in engaging with the Arctic region, service design methods for inclusion, the participatory development of services and socially responsible art and design methods.

• 1 IntroductionMelanie Sarantou and Satu MiettinenSECTION A The role of creativity and the arts in creating empathy: Step 1: Create connections for generating empathy 2 ‘We really have quite a lot to say …’: Fostering agency of youth with asylum-seeking backgrounds by arts-based methods and dialogue as actions of empathyEnni Mikkonen and Katri Konttinen3 Encouraging empathy in creative tourism Tatiana Kravtsov, Maria Huhmarniemi and Outi Kugapi4 Empathy in digital participatory artworks Katja Juhola, Marija Griniuk and Smaranda-Sabina Moldovan5 Collaborative art and storytelling as an empowering tool for social design Daria Akimenko, Melanie Sarantou and Satu MiettinenSECTION B The role of stories in creating empathy: Step 2: Create emotional insights 6 Building empathy in a digital business through Love and Break-up Letters Rosana Vasques, Mikko Koria and Maria Cecilia Loschiavo Dos Santos7 Comprehending the lenience on academic assessment regulations through university students’ emotional insights in Tanzania Albert Tibaijuka and Ludovick Myumbo8 Building trust with storytelling: Dialogues and encounters in the Arctic Caoimhe Isha Beaulé and Mari Viinikainen9 Imagine this! Storytelling, places and empathy Juha Iso-Aho, Nina Luostarinen and Pekka Vartiainen10 Telling the story: How arts-based methods can create space for empathy in students and teachers in the postcolonial university design context Michelle Olga van WykSECTION C The role of design in creating empathy: Step 3: Wayfinding and initiating action with beneficiaries 11 Empathic perspective to understand people’s experiences in the service prototyping context in Chile Mira Alhonsuo and Mariluz Soto Hormazábal12 Benefits and challenges of designer empathy work in multidisciplinary collaboration Tarja Pääkkönen and Marina Bos-de Vos13 Towards a more empathic organization: An exploratory case study of a multinational manufacturing corporation Krista Korpikoski14 Design, empathy and autonomy: Reflections on theory and practiceBruna Montuori, Maria Luiza Viana, Rosana Vasques and Maria Cecilia Loschiavo Dos Santos15 Materiality as a mediator of empathy through culture-based product design for tourism Heidi Pietarinen, Eija Timonen and Melanie SarantouSECTION D The role of technology in creating empathy: Step 4: Scaling up empathic action 16 Human or nonhuman agent? Experiences of empathy in a digital customer tourism journey Päivi Hanni-Vaara17 Capitalising on empathic actions: Design principles of digitally transforming business processes Yangyang Zhao and Timothy K. Craig18 Empathy and delivery cyclists Eduardo Rumenig Souza, Luiz E. P. B. T. Dantas, Rosana Vasques, André Casanova Silveira and Maria Cecília Loschiavo dos Santos19 AI innovations, empathy and the law: A user-centric perspective on copyright and privacy Robert van den Hoven van Genderen, Rosa Maria Ballardini and Marcelo Corrales Compagnucci

Melanie Sarantou is an adjunct professor in social design and senior researcher at the University of Lapland, investigating how arts and narrative practices impact marginalised women in communities in Namibia, Lapland, Russia and Australia. Her current research focuses on the role of arts in societies that exist on the margin of Europe in the European Commission-funded Horizon 2020 project titled ‘Action on the Margin: Arts as Social Sculpture’.Satu Miettinen is professor of Service Design at the University of Lapland, Finland, with research interests spanning the themes of design methods in engaging with the Arctic region, service design methods for inclusion, the participatory development of services and socially responsible art and design methods.

• 1 IntroductionMelanie Sarantou and Satu MiettinenSECTION A The role of creativity and the arts in creating empathy: Step 1: Create connections for generating empathy 2 ‘We really have quite a lot to say …’: Fostering agency of youth with asylum-seeking backgrounds by arts-based methods and dialogue as actions of empathyEnni Mikkonen and Katri Konttinen3 Encouraging empathy in creative tourism Tatiana Kravtsov, Maria Huhmarniemi and Outi Kugapi4 Empathy in digital participatory artworks Katja Juhola, Marija Griniuk and Smaranda-Sabina Moldovan5 Collaborative art and storytelling as an empowering tool for social design Daria Akimenko, Melanie Sarantou and Satu MiettinenSECTION B The role of stories in creating empathy: Step 2: Create emotional insights 6 Building empathy in a digital business through Love and Break-up Letters Rosana Vasques, Mikko Koria and Maria Cecilia Loschiavo Dos Santos7 Comprehending the lenience on academic assessment regulations through university students’ emotional insights in Tanzania Albert Tibaijuka and Ludovick Myumbo8 Building trust with storytelling: Dialogues and encounters in the Arctic Caoimhe Isha Beaulé and Mari Viinikainen9 Imagine this! Storytelling, places and empathy Juha Iso-Aho, Nina Luostarinen and Pekka Vartiainen10 Telling the story: How arts-based methods can create space for empathy in students and teachers in the postcolonial university design context Michelle Olga van WykSECTION C The role of design in creating empathy: Step 3: Wayfinding and initiating action with beneficiaries 11 Empathic perspective to understand people’s experiences in the service prototyping context in Chile Mira Alhonsuo and Mariluz Soto Hormazábal12 Benefits and challenges of designer empathy work in multidisciplinary collaboration Tarja Pääkkönen and Marina Bos-de Vos13 Towards a more empathic organization: An exploratory case study of a multinational manufacturing corporation Krista Korpikoski14 Design, empathy and autonomy: Reflections on theory and practiceBruna Montuori, Maria Luiza Viana, Rosana Vasques and Maria Cecilia Loschiavo Dos Santos15 Materiality as a mediator of empathy through culture-based product design for tourism Heidi Pietarinen, Eija Timonen and Melanie SarantouSECTION D The role of technology in creating empathy: Step 4: Scaling up empathic action 16 Human or nonhuman agent? Experiences of empathy in a digital customer tourism journey Päivi Hanni-Vaara17 Capitalising on empathic actions: Design principles of digitally transforming business processes Yangyang Zhao and Timothy K. Craig18 Empathy and delivery cyclists Eduardo Rumenig Souza, Luiz E. P. B. T. Dantas, Rosana Vasques, André Casanova Silveira and Maria Cecília Loschiavo dos Santos19 AI innovations, empathy and the law: A user-centric perspective on copyright and privacy Robert van den Hoven van Genderen, Rosa Maria Ballardini and Marcelo Corrales Compagnucci