Emotions Linked to Economic Value
Designing to create a particular frame of mind (thoughts and feelings) in users can have a big impact of the success of your product or service. Hard evidence for this claim can be found in Colin Shaw’s recent book, The DNA of Customer Experience: How Emotions Drive Value.
For an interesting recap, check out this post.
Collin identifies four cluster of emotions and their business impacts on the customer experience:
For the cognitive designer this framework provides some insight into which mental states are likely produce what type of business outcome.
