Ep 20: Designing Emotion: Crafting Customer Connections through Service Design

Join Oliver King on CXD as we dissect the challenge of embedding emotional connections within service design. In this tech-driven age, Oliver discusses the delicate balance between efficiency and emotion, and why mastering this balance is a key differentiator in the market. Learn about the signs that a service may be lacking in emotional depth and the risks of overlooking this crucial aspect.

Oliver shares strategies from Engine's book, 'Customer Driven Transformation', for designing services that resonate emotionally. Gain insights on creating a compelling vision that aligns with customers' emotional needs, designing services that go beyond functionality to touch hearts, and developing a clear value case for emotional engagement.

Tune in to CXD to understand how a focus on emotion in design can enhance customer loyalty, set your brand apart, and lead to a thriving, customer-centric business.

Discover further resources and get a glimpse into the strategies by following the links below.

https://link.edgepilot.com/s/61715c9c/LiWVQLmcCUy3gsx90GNEGA?u=https://engineservicedesign.com/%23customer-driven-design

https://www.amazon.co.uk/Customer-Driven-Transformation-Design-led-Companies-Services/dp/0749483016/ref=sr_1_1?crid=1HZIUJS631TSL&keywords=customer+driven+transformation&qid=1706172684&sprefix=customer+driven+transformation%2Caps%2C65&sr=8-1