Archives for: Tag: Emotion in CX

The Case for Emotion in CX

Author: Emily Hassell
11 / 17 / 2017

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important element of customer experience. Whether conscious or not, customers make many of their decisions based on how they feel, by their emotions. In fact, over 50% […]

Core Principles of Emotion Design

Author: Emily Hassell
8 / 16 / 2017

This is the second in our series on Emotion Design in CX. Check out the 1st, 3rd,  and 4th next. Designing for Emotion is the process of driving emotional connection within your customer experience. The process involves understanding the emotions associated with your brand, prioritizing the emotions you want to encourage or eliminate, and designing for […]

Strategies for Emotion Design

Author: Emily Hassell
8 / 16 / 2017

This is the third in our series on Emotion Design in CX. Check out the 1st , 2nd and 4th blogs in the series. Emotion design strategy addresses the fundamental human motivation to avoid pain & seek pleasure. Here are two strategies, informed by the core principles of emotion, to design experiences that eliminate pain and drive […]

Methods for Capturing and Measuring Emotion

Author: Emily Hassell
8 / 14 / 2017

This is the last in our series on Emotion Design in CX, check out the 1st, 2nd, and 3rd in this series. To successfully design for emotion, firms need to capture and measure the emotions and motivators of their customers. There are various methods to gather this data directly from customers, or indirectly through research […]