Luce Drouet is a User Experience Researcher and Ph.D. candidate at the University of Luxembourg in the HCI research group (since November 2019).
Luce’s research work focuses on empathy in service design, in the wider context of user-centered maturity in companies. She experiments with empathic design methods to facilitate sharing customers’ voices with service employees and to reduce silos in organizations. Luce works in partnership with the Luxembourgish Railway Service (CFL), where she mainly addresses the passenger information experience.
She is convinced that to design a user-centered service experience, you must first trigger employees’ empathy towards customers and vice versa.
Areas of expertise:
- Empathic design
- Service design
- Design methods
- Passenger experience
Previously, Luce was a lead UX designer in Orange French telecom company for the eXperience Design Laboratory (XDLab) in Jordan. In this context, she crafted web services for Middle-East and African professionals and implemented design methods in the Agile production process of a developer team in Sofrecom Tunisia. She studied social sciences during her Information and Communication Bachelor’s degree at Avignon University. Later, she acquired web and design thinking skills through a Web Project Management Master’s degree from Paris-Est-Marne-La-Vallée University.