‘How can we design experiences that increase customer happiness?’ – Econsultancy

Ben Davis says, “Improving customer experience is often a balance of science and art – design thinking combined with technology-led insight.

We use analytics to identify pain points in a customer journey and confirm or confound our instincts.

What can often be missed is an empathetic view of design. Are we truly designing with the customer’s feelings in mind or are we improving an existing flawed model?

In a previous post I discussed some of Daniel Kahneman’s ideas about positive psychology, specifically the Peak End Rule (as told by Paul Marsden at Syzygy’s Digital Innovation Day).

Paul shared some more of these ideas in the context of designing to make a difference.

What is happiness?

Studies into happiness show that it is determined largely by genetics and only a small degree by circumstances. Factors such as money have no effect on happiness, after a point”.

How can we design experiences that increase customer happiness?

Econsultancy