Table 4.

Overview of expected and implemented digital clinical empathy techniques

	Expected techniques		Implemented techniques
	Potential users	CIS Health professionals	Potential users	CIS Health professionals
Understanding	- Challenge in expressing needs - Variations in expressions - Explicitness of needs	- Understanding needs as a process	- Awareness of artificial setup	- Heterogeneous understandings - Dual attention stress
Communicating this understanding	- Timely response - Genuine engagement - Handling worries - Adaptive communication	- In-depth questioning - Neutral communication	- Timely responses - In-depth questioning - Formal communication
	- Authenticity		- Authentic writing styles	- Trade-off between quick responses and making errors
Acting upon this understanding	- Time commitment		- Time commitment
	- Provision of understandable information - Boundary recognition	- Framing factual information empathetically - Empowering users - Going the extra mile	- Provision of valuable information - Referrals	- Packaging referrals-
			- Encouraging future engagement