The Web is becoming an increasingly important channel for companies, yet online experiences leave a lot to be desired. Our research shows that most sites have poor usability and they don’t reinforce key brand attributes. That’s why I worked with Ron Rogowski (the primary author) on a research report that created a concept called Emotional Experience Design, which we define as:
Creating interactions that engage users by catering to their emotional needs.
Emotional Experience Design is quite different from today’s functional design:
To apply Emotional Experience Design, firms must:
- Address customers’ real goals. People may come to a Web site to get service or buy a product, but that’s typically not the beginning or culmination of their journey. The mother of a newborn with stomach problems isn’t going to a site for information about medication; she’s looking for a way to bring comfort to her baby — and maybe get a little relief for herself. If firms want to engage customers, their sites must cater to these deeper customer needs..
- Develop a coherent personality. Web sites can feel sterile — devoid of a brand’s human characteristics, which are often apparent in other channels. But firms need their online experiences to do even more than just reinforce their brands; the experiences should enrich them. How? By developing a coherent, consistent personality that customers can easily recognize throughout all interactions.
- Engage a mix of senses. Over reliance on text and imagery makes many sites indistinguishable from competitors. Interestingly, most people can’t remember the content of Intel’s commercials, but they can easily imitate the Intel sound.While Web experiences don’t allow users to taste or smell objects, they can and absolutely should engage users’ senses of sight, hearing, and even touch.
The bottom line: It’s time to make emotional connections online.