Once more with feeling: the role of emotions in design
summary
Argues that emotions drive 90–95% of decisions and that emotionally engaged customers are three times more likely to repurchase or recommend, with emotion-centered design lifting conversions by up to 40 percent. Shows tools: customer journey map with a thinking/feeling line and the dramatic arc to design peaks and endings, and uses measures like journey-based dashboards, social listening and sentiment analysis. Gives a concrete win: MRI redesign cuts children’s sedation from 80% to 10% and lifts satisfaction ~90%.
AI-written summary · about
chapters (10)
- 0:00Introduction
- 1:04Emotions in design
- 3:14Mapping emotions with journey maps
- 10:00Designing with storytelling
- 15:38MRI scans for children
- 19:52Tools for emotional design
- 23:44Measuring emotions
- 26:54Emotions in agile workflows
- 28:40Closing thoughts
- 29:20Q&A
related talks
34mBeauty in the Age of Metrics
27mDesign for Emotion
42mDesign Feeling is the New Design Thinking
37mPutting the Human Back into the Design Equation
32mDesigning with Empathy
03mUnderstanding the Design of Emotionally Impactful Game Feel
32mDeliver Impact With Empathy
33mNavigating the Emotional Flow of Gameplay