IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v9y2025issue-9p7306-7324.html

Reflexive Thematic Analysis on Empathy Phase for Developing an Educational Website

Author

Listed:
  • Alharbi Faisal Bader

    (Faculty of Artificial Intelligence, University Technology Malaysia, Malaysia)

  • Rasimah Che Mohd Yusoff

    (Faculty of Artificial Intelligence, University Technology Malaysia, Malaysia)

  • Saharudin Ismail

    (Faculty of Artificial Intelligence, University Technology Malaysia, Malaysia)

  • Norziha Megat Zainuddin

    (Faculty of Artificial Intelligence, University Technology Malaysia, Malaysia)

Abstract

The rapid expansion of digital learning has positioned educational websites as essential tools for knowledge delivery, yet many continue to fall short of learners’ expectations. While previous studies have documented technical and usability challenges, less attention has been paid to how students interpret these experiences and how such interpretations can inform empathetic design. This study applied reflexive thematic analysis (RTA) within the empathize phase of Design Thinking (DT) to investigate learners’ lived experiences with educational websites in higher education. Thirty-nine respondents from a public university in Saudi Arabia participated in semi-structured interviews, which were transcribed and analyzed using Braun and Clarke’s six-phase RTA framework. Four interrelated themes were identified: navigation, design, layout, and compatibility. Navigation difficulties, such as broken links and inconsistent menus, eroded trust in websites as reliable learning platforms. Poor design, including lack of responsiveness and accessibility, was experienced as exclusionary, while cluttered layouts increased cognitive load and disrupted concentration. Compatibility failures across devices and browsers were interpreted as barriers to equitable participation, particularly for mobile-first learners. The study contributes methodologically by demonstrating how DT and RTA can be integrated to capture both the functional and symbolic meanings learners assign to digital design. Practically, the findings highlight that clarity, inclusivity, simplicity, and cross-platform reliability should be treated as foundational requirements in educational website development. By centering empathy and reflexivity, this research reframes usability not only as a technical concern but as a pedagogical and ethical responsibility in digital education.

Suggested Citation

  • Alharbi Faisal Bader & Rasimah Che Mohd Yusoff & Saharudin Ismail & Norziha Megat Zainuddin, 2025. "Reflexive Thematic Analysis on Empathy Phase for Developing an Educational Website," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(9), pages 7306-7324, September.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-9:p:7306-7324
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-9-issue-9/7306-7324.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/reflexive-thematic-analysis-on-empathy-phase-for-developing-an-educational-website/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. David Byrne, 2022. "A worked example of Braun and Clarke’s approach to reflexive thematic analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(3), pages 1391-1412, June.
    2. Cedric B. Mpungose, 2020. "Emergent transition from face-to-face to online learning in a South African University in the context of the Coronavirus pandemic," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 7(1), pages 1-9, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Aslam, Usman & Davis, Leon, 2024. "Analyzing consumer expectations and experiences of Augmented Reality (AR) apps in the fashion retail sector," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    2. Inez Wilson Heenan & Niamh Lafferty & Patricia Mannix McNamara, 2024. "An Applied Approach to Transformational Leadership for Whole School Communities: Perspectives of Primary School and System Leaders," Societies, MDPI, vol. 14(12), pages 1-44, December.
    3. Wadim Strielkowski & Irina Firsova & Svetlana Azarova & Irina Shatskaya, 2022. "Novel Insights in the Leadership in Business and Economics: A Post-Coronavirus Update," Economies, MDPI, vol. 10(2), pages 1-20, February.
    4. Naureen Akber Ali Meghani & Joanne Hudson & Gareth Stratton & Jane Mullins, 2023. "Older adults’ perspectives on physical activity and sedentary behaviour within their home using socio-ecological model," PLOS ONE, Public Library of Science, vol. 18(11), pages 1-24, November.
    5. Riswana B. & Baiju Gopal, 2026. "Intergenerational Transference of Collective Trauma in the Exilic Lives of Sri Lankan Tamil Refugees," Journal of International Migration and Integration, Springer, vol. 27(1), pages 535-561, March.
    6. Maria Olga Tomprou, 2023. "Opportunities and Challenges for the Creation and Governance of Productive Landscapes in Urban Transformations: The Case of Klosterøya Urban Fruit Forest Park," Sustainability, MDPI, vol. 15(4), pages 1-23, February.
    7. Jennifer R. Pharr & Emylia Terry & André Wade & Amanda Haboush-Deloye & Erika Marquez & Nevada Minority Health and Equity Coalition, 2022. "Impact of COVID-19 on Sexual and Gender Minority Communities: Focus Group Discussions," IJERPH, MDPI, vol. 20(1), pages 1-14, December.
    8. Lorraine Chapot & Rebecca Hibbard & Kurnia Bagus Ariyanto & Kusnul Yuli Maulana & Havan Yusuf & Widya Febriyani & Angus Cameron & Mathilde Paul & Timothée Vergne & Céline Faverjon, 2024. "Needs and capabilities for improving poultry production and health management in Indonesia," PLOS ONE, Public Library of Science, vol. 19(8), pages 1-19, August.
    9. Yu, Jie & Liu, Yue & Zhao, Jing, 2024. "Tailoring age-friendly technology-enabled transportation service solutions in rural communities," Transportation Research Part A: Policy and Practice, Elsevier, vol. 187(C).
    10. Demeester, Babette & Verloigne, Maïté & Willems, Sara & Leta, Kenji & Bradt, Lieve & Lauwerier, Emelien, 2025. "Exploring adolescent & youth worker perspectives in co-creating a smoking prevention intervention," Children and Youth Services Review, Elsevier, vol. 176(C).
    11. Lowri Wilkie & Sian Roderick & Zoe Fisher & Alina Dray & Peter Granger & Andrew H. Kemp, 2025. "Improving Wellbeing Through Local Communities: A Mixed Methods Study on the Role of Relationship Building," Journal of Happiness Studies, Springer, vol. 26(3), pages 1-27, March.
    12. Michaelidou, Nina & Kostopoulos, Ioannis & Lowe, Emily, 2026. "The dawn of ‘deinfluencing’ as a vehicle for moral responsibility and anti-consumption," Journal of Business Research, Elsevier, vol. 202(C).
    13. Tesfahun Alemayehu Terrefe, 2025. "Toward Co‐Production of Child Welfare Services With Immigrant Parents: Insights Into Enabling and Constraining Factors," Social Inclusion, Cogitatio Press, vol. 13.
    14. Hatton, C.Ross & Levine, Adam S. & Pollack Porter, Keshia M. & Hager, Erin R., 2025. "More money, more questions: How caregivers spent the expanded child tax credit," Children and Youth Services Review, Elsevier, vol. 172(C).
    15. Jonathan Pears & Patricia Easteal, 2025. "Judicial Narratives and ‘Reality’: A Thematic Analysis of References to Family Violence in Sentencing Remarks for the Offence of Threat to Kill," Laws, MDPI, vol. 14(2), pages 1-16, March.
    16. Luis-M. Sánchez-Ruiz & Santiago Moll-López & Jose-Antonio Moraño-Fernández & María-Dolores Roselló, 2021. "Dynamical Continuous Discrete Assessment of Competencies Achievement: An Approach to Continuous Assessment," Mathematics, MDPI, vol. 9(17), pages 1-16, August.
    17. Juravičiūtė Sigita, 2025. "Authenticity under Emotional Strain in Social Services Leadership," Management of Organizations: Systematic Research, Sciendo, vol. 94(1), pages 83-97.
    18. Marwitz, Ulrike & Higgins, Daryl J. & Whelan, Thomas, 2024. "“Kids are in the middle of it” – Child protection practitioners reflect on indicators of coercive control and situational couple violence," Children and Youth Services Review, Elsevier, vol. 160(C).
    19. repec:bcp:journl:v:8:y:2024:i:10:p:2748-2756 is not listed on IDEAS
    20. Neranjan Senarath & Wathsala Dedunupitiya & Gayanthi Ilangarathna & Isuru Thilakasiri & Bhagya Samarakoon & Lakshitha Ramanayake & Roshan Godaliyadda & Parakrama Ekanayake & Vijitha Herath & Mallika P, 2024. "Family income does not necessarily lead to a holistic e-learning experience during COVID-19: a study in Sri Lanka," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    21. Ohei Kenneth N, 2023. "Using ICT Tools and Technological Applications in this Era of the COVID-19 Pandemic to Facilitate Learning," HOLISTICA – Journal of Business and Public Administration, Sciendo, vol. 14(2), pages 116-136, December.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bcp:journl:v:9:y:2025:issue-9:p:7306-7324. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.