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Empathy is a concept characterising a person\u2019s ability to understand and share the feelings of another. However, empathy continues to be an under-researched human aspect in SE. We studied how empathy is practised between developers and end users using a mixed methods case study. We used an empathy test, observations, and interviews to collect data and socio-technical grounded theory and descriptive statistics to analyse data. We identified the nature of awareness required to trigger empathy and enablers of empathy. We discovered barriers to empathy and a set of potential strategies to overcome these barriers. We report insights on emerging relationships and present a set of recommendations and potential future works on empathy and SE for software practitioners and SE researchers.<\/jats:p>","DOI":"10.1145\/3641849","type":"journal-article","created":{"date-parts":[[2024,1,23]],"date-time":"2024-01-23T12:29:43Z","timestamp":1706012983000},"page":"1-41","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":20,"title":["Enablers and Barriers of Empathy in Software Developer and User Interactions: A Mixed Methods Case Study"],"prefix":"10.1145","volume":"33","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-4823-0214","authenticated-orcid":false,"given":"Hashini","family":"Gunatilake","sequence":"first","affiliation":[{"name":"Faculty of Information Technology, Monash University, Clayton, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-4928-7076","authenticated-orcid":false,"given":"John","family":"Grundy","sequence":"additional","affiliation":[{"name":"Faculty of Information Technology, Monash University, Clayton, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-5147-8096","authenticated-orcid":false,"given":"Rashina","family":"Hoda","sequence":"additional","affiliation":[{"name":"Faculty of Information Technology, Monash University, Clayton, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-2240-712X","authenticated-orcid":false,"given":"Ingo","family":"Mueller","sequence":"additional","affiliation":[{"name":"Faculty of Information Technology, Monash University, Clayton, Australia"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2024,4,20]]},"reference":[{"key":"e_1_3_4_2_2","doi-asserted-by":"crossref","unstructured":"Gabriella Airenti. 2015. 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