{"id":3519,"date":"2016-10-03T09:38:33","date_gmt":"2016-10-03T07:38:33","guid":{"rendered":"https:\/\/uxstudioteam.com\/website\/?p=3519"},"modified":"2023-03-10T13:46:18","modified_gmt":"2023-03-10T12:46:18","slug":"emotional-design","status":"publish","type":"post","link":"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/emotional-design\/","title":{"rendered":"Preserving human touch &#8211; Designing with Emotion"},"content":{"rendered":"<p><strong>When we mention Emotional Design, cute mascots or\u00a0funny error messages appear in the thought bubbles of each member of the audience. Or at least in most of them. This is one of the main reasons why it\u2019s a great idea to go beyond our beloved illustrations and not just study their justification, but explore and search other ways we can \u2018design with emotion\u2019.<\/strong><!--more--><\/p>\n<h2>The mindset of designing with emotion<\/h2>\n<p><span>As \u2018human computer interaction\u2019 has not been an alienated phenomena in the last few decades, the term has also lost its kind of relevance as it implies an impossible relationship. <\/span><\/p>\n<p><span>Computers are not barriers any more, but tools that represent <em>us<\/em>, our brand\u00a0and our solutions. Webpages and applications mediate between people\u00a0and we have all the knowledge and <\/span><i><span>technology<\/span><\/i><span> that makes it possible to uncover the human behind the product &#8211; whose aim is to solve a\u00a0problem or suggest a better solution. Therefore, the keyword I would highlight from the official definitions of Emotional Design is the <\/span><i><span>human touch<\/span><\/i><span>:<\/span><\/p>\n<blockquote><p><span>[Emotion Design] \u201cuses psychology and craftmanship to create an experience for users that makes them feel like there\u2019s a person, not a machine, at the other end of the connection\u201d. <em>Aaron Walter<\/em><\/span><\/p><\/blockquote>\n<p><span>As soon as we understand the approach, the sooner we understand the purpose of Emotional Design in product design that\u2019s far beyond mascots and eye candy empty states. (Don\u2019t get it wrong, we love them!) In this sense we can easily understand why Donald Norman states that the \u201cemotional side of design may be more critical to a product\u2019s success than its practical elements.\u201d<\/span><\/p>\n<h2>The\u00a0reason<\/h2>\n<p><span>The mission to add human touch sounds elevated, but it&#8217;s far more practical if we take a closer look. Simply because if you add some personality to our product, it won\u2019t be neutral! I guess this rings a bell: the worst reaction is no reaction \u2022 the opposite of love is indifference \u2022 dare to be devisive #wisemoments #almostcoelho<\/span><\/p>\n<p><span>And not being neutral is essential because of (at least) 2 reasons:<\/span><\/p>\n<ul>\n<li><span>Emotion is linked to our <\/span><b>decision-making<\/b><span> ability, so don\u2019t underestimate the importance of a 1st impression and the role of aesthetically balanced interfaces.<\/span><\/li>\n<li><span>An emotional reaction creates a <\/span><b>memory imprint <\/b><span>which holds us back from repeating negative experiences and reminds us to revisit the positive ones. This is not only good news from the perspective of brand awareness, but also, if we translate it into small interactions and UX matters that aim to teach our people on how to use a certain feature for example.<\/span><\/li>\n<\/ul>\n<h2>The\u00a0approach<\/h2>\n<p><span>There are many other aspects that support the aforementioned, but instead of providing\u00a0neuroscientific explanations, let\u2019s see the best practices to design with emotion.<\/span><\/p>\n<h3>Design Persona<\/h3>\n<p><span>Taking the time to create a <\/span><span>design persona<\/span><span> shows the yellow brick road to a product to which there&#8217;s a higher change people can relate to.\u00a0<\/span><\/p>\n<p><span>At this point it not only results in defining aspects that differentiate your product from the competitors or settle the visual lexicon, but also in identifying <\/span><i><span>the tone of voice<\/span><\/i><span> that consistently goes through all the copies, system messages and even customer service.<\/span><\/p>\n<h3><a href=\"https:\/\/uxstudioteam.com\/ux-blog\/user-persona\/\" target=\"_blank\" rel=\"noopener\">User\u00a0Persona<\/a><\/h3>\n<p><span>My personal favourite in user experience design is it\u2019s empathy based approach.\u00a0At <a href=\"https:\/\/uxstudioteam.com\/ux-agency\/\">UX Studio<\/a> we take the time and do the\u00a0research and <a href=\"https:\/\/uxstudioteam.com\/ux-blog\/user-interviews\/\" target=\"_blank\" rel=\"noopener\">interviews<\/a> to create user persona templates to map up personalities and the context in which users\u00a0interact with our interfaces. It also helps us brainstorm about\u00a0all the relevant forms we can get their attention with and create an emotional relation to our product.<\/span><\/p>\n<h3>The\u00a0pyramid of user needs<\/h3>\n<p><span>As we humans have the priority of needs #exceptVanGogh, our product also deserves the same consideration in its own context.<\/span><\/p>\n<blockquote><p><i><span>\u201cEmotional Design should never interfere with usability, functionality, or reliability.\u201d Aaron Walter<\/span><\/i><\/p><\/blockquote>\n<p><span>The pyramid of needs translated into product design is a great checklist and can also help us make the essential decisions when we look at the list of milestones on our product roadmap. According to the model, emotional design elements only belong to the pleasurable\/delightful top icing: It\u2019s good to have them but they are not necessary.<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3546 aligncenter\" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/pyramid-720x473.jpg\" alt=\"pyramid\" width=\"484\" height=\"318\" srcset=\"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/pyramid-720x473.jpg 720w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/pyramid-768x505.jpg 768w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/pyramid.jpg 800w\" sizes=\"(max-width: 484px) 100vw, 484px\" \/><\/p>\n<p><span>However, it seems controversial because it excludes exactly those 2 aspects that I started my argument with: emotionally engaging elements help in decision making and work as reminders of our experiences with the product.<\/span><\/p>\n<p><span>Thus it always depends on the type of product you are working on. For example, in the case of a data sensitive banking app there is no need to add extra fun-features until the bottom layers (function, reliable, usable) are unchecked. In this case, security issues already bear the strong emotion of fear and if the product is functional, reliable and usable it results in strong emotions such as relief and trust which gives a double tick for the top delightful layer.<\/span><\/p>\n<h3>Customer journey<\/h3>\n<p><span>The ideal solution is a balanced ratio based on conscious decisions why and when something delightful, surprising or simply lovable can come helpful. When creating the customer journey you can brainstorm about the answers you can give to the <\/span><b>painpoints<\/b><span> of your users.\u00a0Well-structured <em>onboardings<\/em> typically serve the purpose of solving the first-time doubts\u00a0and also have the responsibility to start to connect with your customers, also emotionally. The long list of <a href=\"https:\/\/uxstudioteam.com\/ux-blog\/form-design\/\"><em>forms<\/em><\/a> demand a lot of input so it is a nice gesture to say thanks even by\u00a0a simple but kind pop-up.\u00a0<\/span><span><em>Decision points<\/em> typically cause a hard time (eg. at a checkout), unless we empathise with the situation and help the users go through the process.\u00a0<\/span><\/p>\n<figure id=\"attachment_3538\" aria-describedby=\"caption-attachment-3538\" style=\"width: 294px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3538\" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/Figure1_Mailchimp_Confirmation_View3.gif\" alt=\"MailChimp's sending animation is a classic example of empathizing with your customers' pinpoint.\" width=\"294\" height=\"286\" \/><figcaption id=\"caption-attachment-3538\" class=\"wp-caption-text\">MailChimp&#8217;s sending animation is a classic example of empathising with your customers.<\/figcaption><\/figure>\n<figure id=\"attachment_3539\" aria-describedby=\"caption-attachment-3539\" style=\"width: 336px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3539\" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/Figure2-Mailchimp-Success-View.gif\" alt=\"The feeling of relief is celebrated with a high five! This slight gesture was so successful that people started tweeting about the experience. WMO is the ultimate success of Emotional Design.\" width=\"336\" height=\"284\" \/><figcaption id=\"caption-attachment-3539\" class=\"wp-caption-text\">The feeling of relief is celebrated with a high five! This slight gesture was so successful that people started tweeting about the experience. WMO is the ultimate success of Emotional Design.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h2>Emotional Design toolkit<\/h2>\n<blockquote><p><i><span>\u201cEmotional design isn\u2019t just about copy, photos, or design style: it\u2019s a different way to think about <\/span><\/i><b><i>how<\/i><\/b><i><span> you communicate\u201d Aaron Walter<\/span><\/i><\/p><\/blockquote>\n<p><span>The former practises can help you identify the answers for the \u2018where\u2019 and \u2018when\u2019. Now let\u2019s see the \u2018hows\u2019 in a quick list:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Tone of voice: <\/b><span>Basically the <\/span><a href=\"http:\/\/blog.invisionapp.com\/brand-voice-and-ux-a-starter-guide\/\"><span>tone of voice<\/span><\/a><span> is the most simple, handy and universal tool to practice emotional design. Find your style by the help of creating a design persona and user persona to use the language that can create connection. It doesn\u2019t necessary need to be superfunny. Just simply use the lingo of your customers because the point is to sound human and not like a machine. <\/span><i><i><span style=\"font-weight: 400;\">Typical touchpoints: Action Buttons, Push notifications, Loading Pages, Error messages etc.<br \/>\n<\/span><\/i><\/i><\/p>\n<p><figure id=\"attachment_3586\" aria-describedby=\"caption-attachment-3586\" style=\"width: 417px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3586\" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-03-at-15.09.59.png\" alt=\"Instead of the usual 'Read it' text, Invision puts customized texts on its call-to-action buttons in their newsletters.\" width=\"417\" height=\"415\" srcset=\"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-03-at-15.09.59.png 499w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/Screen-Shot-2016-10-03-at-15.09.59-150x150.png 150w\" sizes=\"(max-width: 417px) 100vw, 417px\" \/><figcaption id=\"caption-attachment-3586\" class=\"wp-caption-text\">Instead of the usual &#8216;Read it&#8217; text, Invision puts customized texts on its call-to-action buttons in their newsletters.<\/figcaption><\/figure><\/li>\n<li style=\"font-weight: 400;\"><b>Illustrations<\/b><span> are simply aesthetically pleasing and can put a smile on everyone\u2019s face that can sometimes compensate your handicaps for example in the case of error messages. <\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They also help you stop the quick userflow for a second to pay attention to the\u00a0actual message.<br \/>\n<\/span><\/span><\/p>\n<p><figure id=\"attachment_3536\" aria-describedby=\"caption-attachment-3536\" style=\"width: 650px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3536 size-full\" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/chrome-dinosaur-game.png\" alt=\"Chrome chose a simple game to entertain users while waiting. A pixel-dinosour can be as fun as an eye-candy error message :)\" width=\"650\" height=\"267\" \/><figcaption id=\"caption-attachment-3536\" class=\"wp-caption-text\">Chrome chose a simple game to entertain users while waiting. A pixel-dinosour can be as fun as an eye-candy error message \ud83d\ude42<\/figcaption><\/figure><\/li>\n<li style=\"font-weight: 400;\"><b>Mascot:<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u00a0It\u2019s seems like an easy and classic solution of emotional design to represent your brand persona with a character, but finding the right mascot\u00a0is not always solved by big cute eyes.<br \/>\n<\/span><\/span><\/p>\n<p><figure id=\"attachment_3584\" aria-describedby=\"caption-attachment-3584\" style=\"width: 438px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3584\" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/github-octocat-720x378.png\" alt=\"Github's ocotocat (designed by Simon Oxley) represents the complexity of coding.\" width=\"438\" height=\"230\" srcset=\"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/github-octocat-720x378.png 720w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/github-octocat-768x403.png 768w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/github-octocat-1024x538.png 1024w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/10\/github-octocat.png 1200w\" sizes=\"(max-width: 438px) 100vw, 438px\" \/><figcaption id=\"caption-attachment-3584\" class=\"wp-caption-text\">Github&#8217;s beloved octocat (designed by Simon Oxley) represents the complexity of coding.<\/figcaption><\/figure><\/li>\n<li style=\"font-weight: 400;\"><b>Microinteractions:<\/b><span>\u00a0The way your <\/span><a href=\"http:\/\/www.dreamerux.com\/articles\/35y5fyrr4pifhbondc7r636nkvyoqg\"><span>design elements interact with your people<\/span><\/a><span style=\"font-weight: 400;\"> can add personality to your product as well. Make it smooth and playful and help the userflow this way. Tapping on a simple action button can also become enjoyable and funny.<br \/>\n<img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3533 aligncenter\" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/001b-720x497.gif\" alt=\"001b\" width=\"448\" height=\"309\" srcset=\"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/001b-720x497.gif 720w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/001b-768x530.gif 768w\" sizes=\"(max-width: 448px) 100vw, 448px\" \/><\/span><\/li>\n<li><b>Randomness:<\/b><span>\u00a0Using the same message box all the time can make things boring. It\u2019s way more human to communicate with diverse language solutions for instance in the case of a simple Welcome message.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Surprise:<\/b><span> Surprise causes a high emotional impact and it can not only be accomplished by the former randomness, but also by applying a solution that your customers would not expect you to do. Who would think that vegetables will appear on the pricing page of a collaboration tool?\u00a0<\/span><i><i><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/i><\/i><\/p>\n<p><figure id=\"attachment_3535\" aria-describedby=\"caption-attachment-3535\" style=\"width: 625px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3535 \" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/Screen-Shot-2016-10-02-at-22.01.27-720x355.png\" alt=\"The Zeplin crew decided to visualize different pricing plans by vegetables. Who would expect this unusual approach from a collaboration tool for designers and developers?\" width=\"625\" height=\"308\" srcset=\"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/Screen-Shot-2016-10-02-at-22.01.27-720x355.png 720w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/Screen-Shot-2016-10-02-at-22.01.27-768x378.png 768w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/Screen-Shot-2016-10-02-at-22.01.27-1024x505.png 1024w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/Screen-Shot-2016-10-02-at-22.01.27.png 1037w\" sizes=\"(max-width: 625px) 100vw, 625px\" \/><figcaption id=\"caption-attachment-3535\" class=\"wp-caption-text\">The Zeplin crew decided to visualize different pricing plans by vegetables. Who would expect this unusual approach from a collaboration tool for designers and developers?<\/figcaption><\/figure><\/li>\n<li><strong>Customisable<span>\u00a0<strong>features:<\/strong><\/span><\/strong> We love when objects have stories, especially if we are part of those stories. We can be attached to even unnecessary things easily if they represent our personality somehow. Letting users customize small features of your product can not only create the emotional gist, but also start a word-of-mouth chain.\n<p><figure id=\"attachment_3534\" aria-describedby=\"caption-attachment-3534\" style=\"width: 607px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-3534\" src=\"https:\/\/uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/slack-720x375.jpg\" alt=\"Slack's customizable loading messages add an extra fun-factor to the communication tool.\" width=\"607\" height=\"316\" srcset=\"https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/slack-720x375.jpg 720w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/slack-768x400.jpg 768w, https:\/\/timemachine.uxstudioteam.com\/ux-blog\/wp-content\/uploads\/2016\/09\/slack.jpg 850w\" sizes=\"(max-width: 607px) 100vw, 607px\" \/><figcaption id=\"caption-attachment-3534\" class=\"wp-caption-text\">Slack&#8217;s customisable loading messages add an extra fun-factor to the communication tool.<\/figcaption><\/figure><\/li>\n<\/ul>\n<p><i><span>Do you have any other forms how you can communicate with emotional design in mind? Let us know and extend the list together!<\/span><\/i><\/p>\n","protected":false},"excerpt":{"rendered":"<p>When we mention Emotional Design, cute mascots or\u00a0funny error messages appear in the thought bubbles of each member of the audience. Or at least in most of them. This is one of the main reasons why it\u2019s a great idea to go beyond our beloved illustrations and not just study their justification, but explore and&hellip;<\/p>\n","protected":false},"author":32,"featured_media":3539,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[28],"tags":[],"table_tags":[],"coauthors":[98],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Preserving human touch - Designing with Emotion<\/title>\n<meta name=\"description\" content=\"When we mention Emotional Design, either cute mascots or funny error messages appear in the thought bubble of each member of the audience. 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