The importance of emotion in creating positive customer experiences

Today I delivered a talk at Digital Shoreditch on the importance of emotion in creating engaging and persuasive designs that deliver superior customer experiences.

My presentation covered a brief introduction to user centred design including the theories and methods of producing emotive designs, how this sits within a wider framework of persuasion centred design, and the potential ways of observing and measuring emotional engagement to optimise the success of digital campaigns.


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