I did some research and it’s interesting, because emotional design is one of those things that not that many people have been talking about. So I actually they do mention it briefly, but I thought it was very interesting that it’s been a while, since a book came out and so on and so forth. So I actually guided myself with a book that I’ll be talking about a lot today by Aaron, Walter and I’ll.
Give him all the credit, but i’ll point you two very important sections of it. So, let’s start okay, so um, that’s the book. I was just telling you about. The first thing I want to mention is that I always find myself talking about the Industrial Revolution and some of you so my speech back in Tokyo X in Manchester, but I find it so important to think about where we come from them. The journey we’ve taken us as human beings, exact especially in this new era of technology, so um the the work.
The last time I was on this stage for you x for good. I talked about the Industrial Revolution and the actual role that they play for children and what it is to be a child in this third era or fourth area of the Industrial Revolution people still debating. If the Internet of Things is the fourth error. But in order to introduce this concept of emotional design, I would like to refer to the first chapter and I’m going to refer to a lot to this book of our own Walter call emotional, I’m designing for emotions, so he talks about revolution.
Something lost something found there. We go alright with the ability of mud too much produce almost anything. A skilled craftsman like blacksmiths and Weaver’s could no longer complete compete with factories, low-cost and faster production. So back in the age of the Industrial Revolution, the founders of the axon crafts movement started to think about this and realize that a craftsman leaves a bit of themselves in the work and it is a true gift that can be enjoyed for many many years.
So if, if we were to think about this, what does it mean to be able to mass-produce everything? So nowadays we have sites such at sea and Kickstarter that are empowering artists and crafts. People to get give that gift again to be able to kind of complete with that compete with those must produce products that we buy on a day-to-day basis. So how many you, how many of you have bought products from etsy? Ok, cool! That’s about! Barely a five percent, so how many of you have ever back up a Kickstarter? Okay, I would say another more like a ten percent okay.
So how did it make you feel um? Can I guess that it make? You feel a little bit different than just going on Amazon, or maybe just I don’t know what would be the equivalent of Kickstarter amazon right. So so I just kind of want to bring that into mine. It all comes back to that. So can I guess that it make you feel good compared to just going to Amazon, not that I’m picking no mames on today’s, so what you did by by backing a Kickstarter or or going to etsy, was to support creative thinking and supporting families.
To contrast, supporting corporations so Aaron explains that etsy on Kickstarter phenomenon is an opportunity to be able to leave bring these stories to life, to have an object that actually has a story behind. So it is very interesting thing to start thinking about, and he also starts talking a little bit about what does it mean for us that we work in web design to be able to have so many things produce quickly as web designers? We face kind of a similar situation right, there’s plenty opportunities to create fast and chips websites.
I personally love WordPress, because literally in five minutes, I can have a website that 10 years ago would have taken a whole six months, waterfall approach. So that’s brilliant! I like the idea that we can do that so fast, but where is the craftsmanship in all of this right? So how can we leave as how can we leave a bit of ourselves with this approach, so where’s, the true gift that we want to kind of bring together so Aaron invite us to followed a different path where we present the human touch in what we design And to kind of show ourselves kind of showing ourselves is essential kind of bringing the human factor in so this takes me to the definition of emotional design as Aaron defines it, so is in psychology and craftsmanship a good example of the concept when you go online And you think about you know, buying something in etsy right and I’ve seen this don’t quite a bit the minute with the parcel arrives, because this has been handmade the day.
Actual seller have put a really really personalized note. They have actually thought about how you open the package and how you kind of the first layer is going to make you feel on the second layer, so on and so forth. So really think about the fact that our previous arts and crafts movement have paid the way to bring in that human touch and showing ourselves and it’s something that is absolutely essential for what we do every day.
So the following is what I like to use us pretty much. The definition of emotional design is using psychology, psychology and craftsmanship to create an experience for users that make them feel like there’s a person and not a machine at the other end of the connection. Okay, so this brings me to the next point: does anyone of you know? This is actually an interesting because my company did a lot of work on this did does any one of you know, which one is the fastest-growing language in the UK.
I’m happy to take s mandarine! Okay, French, I’m sorry, okay, erotic, French! Actually, I did find that one – French, Spanish, polish, okay, polish okay, so this is your answer: emojis, okay! So actually – and it could be stretching it a little bit, but they have done lots of research on this and and a study done by professor Evans from bangor university actually found out that it is one of the fastest language right now right.
And it’s very interesting because how many times have you debated, put in a smiley face in what you’re right? How many times have you actually done it and then stop and maybe not do it and then kind of hard literally 30 seconds should I is it professional enough? Should I be doing it you know like come on? Am I the only one I have? I have people helping me sometimes prove read my beautiful English and I have these conversations.
I had it before you know. You know this is professional, I’m like how do I bring the human aspect right? I do feel that smiley face changes. The tone in so many ways right so I do have this constant debate and – and it’s a very interesting phenomenon because to me that, as as writers as we are all the time, that’s how we bring emotion and it’s it’s a fastest, growing language. Why not? Alright! So the next thing I’m going to talk about is how, in the 50s and 60s and American psychologist Abraham alone, sorry my Maslow Maslow there you, our Abraham Maslow, discovered something that we all knew, but he actually put it into words.
And it’s pretty much talking about our needs, so no matter our age or gender or race. We all have basic needs, and what’s really interesting about this pyramid, is that it kind of shows you how important they are. The the bottom of the pyramid is absolutely necessary, and then everything that goes as it goes up is more of a li shirting. So one of the things that aren did in his book is he kind of mapped them into what it means for users right.
So now that we’re designing interfaces, how do you translate that pyramid so he argues that interface design is designed for humans, so the pyramid applies, but he just changed things a little bit and the top it just becomes the pleasurable part. Okay. So, let’s quickly study the bottom of the pyramid. Ok, so for users needs to be met, an interface must be functional. I feel like I’m stating the obvious right.
If the user can complete a task, they certainly won’t spend much time in your application. So after they they feel like that would be taken care of, then they can actually come back and feel confident that that’s something that they understand and they can actually work with. So the interface must be reliable. So if the web server drops out immediately or intermittently or the service is just unreliable, most likely users are never going to come back to your website.
The interface must be usable, and this is where our beautiful research aspect of UX comes into place right, so it could be very functional, very reliable and then user research comes along and proves us all wrong or all right. So I think that one of the things that’s been really interesting in our feel for you x is that we kind of stopped there right its usability testing brilliant. They know they discovered it.
They were able to. You know go through the journey and add something to that shopping, cart or delete it and yay, let’s just ship that, but what Aaron is telling us is that actually maybe it’s time to think about the next level, so he thinks he asks us about imagining. If usability was the standard for other industries such as automobile, so if an automobile is usable, that’s good enough. How can we tell between a BMW – and you know – maybe a a Kia or I don’t know – I’m not good with cars, but but it makes a really good point right if it’s usable, that’s the end of it.
No, it’s actually more than that. So many websites and applications are starting to create experiences beyond usability and it’s um it’s time to start thinking about bringing pleasure, fun, joy and delight and pretty much. This is what this whole talk is about. So are you all excited? This is something you want to learn: okay, very good and about the light. I I see that word quite a bit in portfolios and series a delightful experience, so um one of the things I’m going to do today is I’m going to illustrate kind of emotion through an exercise.
So I want you to think it was an interesting picture to find this is actually just Google search for the best food in the world, an image search. Okay, so I want you to think back to the best meal. You’ve ever had not a good meal, but a mind-blowing palate changing fall in love with food, again great meal. Okay, can you remember it all right? What made it so memorable? Was it the test? I answer: was it the taste or the texture of the food? Was it the unexpected pairing of flavors? Was it the artful presentation or they attentive waiter, to staff the ambience, the restaurant, the company? What was it chances are that it was not the nutritional value of it right, so that is pretty much the equivalent of functional, but it was so many other things right.
So once you think about it right, the meal met your body’s needs, but it also immerse. You in a pleasurable experience and your memory, your brain remembers it as such and it will stay there for a really long time until you top that with something else. Okay, so why don’t we aim for a similar target in web design? What is going to be that web experience that login experience that transactional experience that is going to top buying shoes online, all right so um, let’s see, certainly we all I’m sorry.
Certainly, we all want to eat edible food with nutrition value, but we also want an experience with it. So the next thing we’re going to talk about is three principles of emotional design. Okay – and I pick three because I wanted to kind of pick the best ones and make sure we at least got to see a few there’s more. But let’s talk about these three, so the first one is let your brand personality show and this one comes really close to my heart, because I’m an advisor for a few startups and I am really really interested in a very early stage of a startup.
It is even before they go into funding and talking to investors and it’s very interesting to see how startups sometimes don’t really think about their brand, and it’s so important, and the first principle is let your brand personality show. So when you present your brand, it has to be clear to the idea audience how it relates as if it was another human being right. It creates the empathy and it helps you the audience better see themselves as part of of the brand and and humans wants to connect with humans and at a industry level that other human is that brand.
So I find brand something that is very, very interesting to always have in mind and remember that that is going to be the personality that you’re bringing I am as good all right, good, okay, very good! So sorry it should have changed to that one. So emotional design turns casual users into fanatics ready to tell others about their positive experience again brand. My next one. Well, it’s not mine, but the next 1i.
It actually almost feels mine, because it’s about parenting and such how many of you are parents in the audience. I feel like an awful mother that loves her children behind now. Okay, good one person all right, so I guess I can talk a little bit more about this one, so the baby-faced bias has anyone of you heard of that before all right yeah. It’s a very interesting one, so we can learn a lot about design on how to communicate effectively with the audience by studying evolutionary psychology, so pretty much our human nature.
So evolution has given us baby, goggles and um. It is funny how Walter puts it, but Jeff Atwood. He actually blocks a lot about technology, mostly code and stuff, but right around the time I old, my youngest was one year old. He posted that blog post and it just resonated so much with me because what he talks about is about. Is it really worth it to have children? You know it’s such a pain, but he talked about the 51 % against the forty-nine percent and how the 51 is the most impossible.
Sulaiman of joy I ever felt, and the 49 is incredible pain, so um we as humans. Have these really strong attachment to two babies? We look at a baby face and we just melt – and some of you may just not want to show it, but you internally must feel something, and it’s to the point that actually scientists believe that the reason why we react to babies faces that way. Can someone guess is actually a little creepy now well yeah, guess who the predator would be us? They believe that one of the reasons babies have such cute faces, though we don’t kill them and in I know it sounds a little bit like it’s stretching it, but it’s true I mean again is this is about bringing in who we really are an evolutionary psychology Right – and I think I can tell that there aren’t that many parents in the room because there’s moments that you just go, of course not I’m going to kill you, but it’s like wow.
What did I get myself into? It is tough. Being a parent is one of the most amazing roller, coasters rights, you’ve ever experienced and what’s really interesting and I’m just going to do a little spoil alert. One of the talks that I have in the pipeline is to talk about parenting and how, as parents, whether we want it or like it or not, with user experience, designers, okay, think about your parents and the experience that they provided to you for the first 15 Years of your life right, so it is a very interesting thing to think about and how you can bring those feelings into your website.
So cats are a lot another ones that are very, very overly used and then any other babies or cops and so on and so forth. So that is the principle number 20 on. This is an example. So in this website, they’re using the baby face by his principle to kind of get people attached to the brand alright. So the next thing I want to talk about his personality and I was really really happy to find out that this chapter is actually available to anyone.
So if you’re not sure if this book is the right one for you go ahead and give it a try, read this chapter and um and just learn a little bit about a personality from from Aaron. So here we go. Personality is the platform for emotion, emotional design. Primary goal is to facilitate human to human communication, and I think that’s one of the reason mo cheeks are so famous because it facilitates communication.
It makes us laugh, it is very close to you know almost is actually sometimes better than just picking up the phone and talking to the other person, so so um if we’re doing our job. Well, the computer resents into the background and the personality rises to the surface. So, to achieve this goal, we must consider how to interact with one another in real life, so think about how we, actually, you know, say hello.
How we, actually you know, one of the one of my favorite analogies, are how we sell when we go into a department store and how we sell online, sometimes so, when you login to that website, and certainly you have that interrupt telling you bye now bye. Now I like to use that analogy of if you were to enter into dividends, if you want to go into with someone be on your face, asking you to buy something, no most likely the first, they hold a nice conversation right and they get that emotional connection From you and then they say: oh do you know we have blah blah.
So how do we bring that into our web design? So next slide this one really quick talks about how it was so important when we started kind of printing documents to bring back the handwriting kind of feeling into Bibles. And I find funds a very a typography in general, an interesting kind of way to demonstrate how we need that we need to that connection. So, if you think about every single tutorial you’ve done out there on the website, it usually uses scratchy kind of handwritten fonts.
They always go out of their way to find that font, because they want to kind of feel that you know it’s all right. I’m teaching you something its equivalent of that. You know whiteboard. So it’s very interesting to talk about. You know how people can connect through little things like that. So the next thing I’m going to talk about is personas, so personas are stunned to a standalone tool in the design process, but they only provide a partial picture of the relationship we’re building with that audience.
So, in really quick, this is actually one of the personas that calf share with me and there are on our website, so we use them all the time who has used personas as UX, yeah or known even well, even though new exercises are okay. So the reason why I was so excited that these chapter, in fact was the one that was available is because what errand us in this chapter, I thought it was absolutely amazing what he said about personas is sure we use them all the time we usually use Them to build that design, but what’s the persona of our website right, so we know who they are, but who are we if you were to build a persona on that website, you work on every day.
What would you have for all of these squares right grumpy? You know happy may be very cold right, so that is a really good way to quickly assess how you’re doing as far as holding that conversation with your users, so is anyone familiar with MailChimp, okay, good MailChimp Aaron actually is the UX design the principal head of You exile MailChimp, and it is a very interesting actual product, because imagine so really quick for those of you don’t know what milk shrimp is is pretty much a platform that helps you send lots of emails to lots of people and they’ve done an amazing job help.
You manage and design especially emails, so think about those marketing people that have to actually log in to send the next email to you know, promote the next thing and so on and so forth. So one of the things that he talks about is how MailChimp kind of brought some of that personality with their mascot mascot. I think it’s called Freddie and every time you login, he has a little message for you: okay, so um.
He actually shows how they started. Thinking of Freddie as an actual person and they started to track Freddie’s personality and they mapped it. So again is the concept of bringing personas into the actual product that you produce. So I add to me that was a very interesting concept. So the next thing I would like to talk about is the strategies for implementing emotional design. So this is the actionable bit so surprised.
So have you noticed that hearing your favorite song on the radio seems way more enjoyable, then just go ahead and go to Spotify and get it running right. So is the element of surprise that amplifies our emotional response? Is that anticipation? Is that not knowing that? What’s going to happen, so i’m going to show you this website. I know it’s really hard to see from at the back, but i’m going to describe this bit right here.
It says: do not pool okay, so someone asked a question and I really want to thank those of you that went to kind of ask questions as I was trying to put questions together and one of the questions that I got asked was: how do you measure Effectively measure emotional design – and I have two answers for you today night, so one of them is well a click-through rate through that do not pool would be a good one right.
So can someone just one person guess what happens if you were to pull it blows up a hand comes down and they actually pull to the next item or something like that, so it actually interacts with you so yeah. That’s that’s an interesting way to bring emotional design the next. The next strategy could be anticipation. Ok, so we owe I misspelled. Sorry with anticipation have any of you seen this last month.
Anyone who recognizes it was, I the only one paying attention. Ok, so this was all over the world of newspapers and stuff and it’s actually coming from three yeah yeah and they had this campaign going on for a while and let anyone know everyone know that it was going to happen that day and so on and so Forth so anticipation actually creates a load of emotion when it comes to designing. So the next thing I want to talk is a prime, ok and again.
Milk chimp is a excellent example. So priming happens when a person is exposed to a stimulus that it turns it shapes the response to another stimulus. So the best way to think about is the other day. I saw a little kind of dog presentation and every time they would pull a trick. That will give them a little bit of something so imagine for those marketing people that have to get into mailchimp and send the next bulk email.
Do you think they’re suspecting something new every time they log in? Do they pay attention to that funny message about who you know that be the best bananas? You know, that’s the first one right there, so it actually makes something that could feel kind of really not fun fun. So that’s one of the ways they’ve been able to kind of change their brand around so the other 10, and then this is this. Is answer number two about measuring emotional design? So that’s a really difficult thing to measure right because CTR is just going to be a click but prime prime prime e yeah priming yeah, so going back to measuring emotional design.
These are all the tweets that MailChimp gets about that experience. Okay, so talking about the articles that they’d link you to talking about how, even though they were frustrated, it cheered up, the monkey help them get cheered up. This one is the best they say I just logged in into mailchimp and the little monkey in the corn and says: hey Kate, new haircut, muy Guapo. It helps that I speak Spanish.
Doesn’t it uh? How do they know? You know just like, and it’s funny because Erin talks about this and he said, of course we never know, but hey someone out there, I statistically speaking most of got a new haircut and that created an emotional connection with her so much that she tweeted about it. So I know Twitter is not the most ideal platform for measuring stuff, but I think it actually tells you something right and don’t put it in your kpi’s fight, tweets, /, anyways um, the other one.
I’ve seen that is very interesting is asking for forgiveness. So so so far we looked. Oh no sorry, I right here, okay, asking for forgiveness, so this one is a perfect example. When something goes wrong, wear something you know: that’s going to go wrong, and that happens quite a bit when we’re dealing with backends and service and servers and so on and so forth. So one of the things I want to show today is this brilliant way for flickr to address that, so they had an outage, they knew was going to get people really really frustrated, but instead they just turn it into an actual contest.
So, even though you could not go on flickr and look at some photos, they encourage people to try out to take photos that will bring two colors together and people just win absolutely not, and they got really really creative and they turn that absolutely horrible experience into Something that people just couldn’t stop stop talking about so again asking for forgiveness is the idea that you can use emotional design in order to kind of ease the pain of things that are just completely inedible.
Okay, so really quick. After all of this, let’s go back to our question. So how do you embed emotional design, especially into a transactional website, so I think i’ll show you lots of examples today that you can definitely take into what we’re doing after right after this. But I want to show you a few more and especially because there’s some other examples that may not be for things us. You know fun.
So, for example, telling a story is a good way to bring emotional design. The other one is Gamma Phi Gamma Phi Gamma. Five, so going ahead and setting up your Dropbox and all that it’s just not that much fun, but Dropbox actually figured out a way to make it a little more of a game and make you feel good about it. Make it fun. So here is woeful, just kind of trying to hold a conversation and making you feel like it’s actually a game to create a forum, and I miss the sly, sorry and then mint.
Com. So the reason why i’m going to kind of wrap it up with mint com is because I found it to be the most transactional website. So has anyone of you heard of mint com yeah that I think that’s a very American thing? It’s yeah! So what minta come to us is that it actually helps you track all your expenses, so the challenge they have is that they don’t do anything for you in the sense that they’re, not banking, they’re, not a credit card, but you actually had to give all your Financial information and at first they had a really hard time convincing investors that this is something people will be willing to do, because you know it’s such a very scary thing to just give out your financial information to anyone.
So one of the things they did in order to to gain respect is to think about. How can we number one make sure it feels like we can? We are trustworthy that they can, actually, you know, put their financial information in there and how can we kind of differentiate ourselves from older competitors? So one of the things I didn’t go as to one of the principles, but one of the things they did is that they really thought out about the layout and all the different ways of bringing color to communicate.
Trustworthiness and to make people feel that this was a legit website and it’s a very interesting thing. Cuz the other day, I was in one of those websites that do like credit reports and stuff, and it feels so old-fashioned, and I did go through that emotional kind of decision. Three myself, I’m like hmm. How can they give me? You know information about my credit when he feels so fashion when the colors are so dated and so on and so forth, keep in mind i’m very biased because imac, you know ux designer, but it was really interesting because the way they turn this around was making Sure that they lay out the contracts, the color fell very professional and very trustworthy.
Ok, so I am at the end of my presentation. I really really hope these gave you lots and lots to think about tonight, and it is an absolutely wonderful, wonderful subject to talk about, especially because it reminds us how human we are like that. Babyface concept that I talked about it scare a few of you, but it is true. It’s very interesting when you go back into our psychology who we really are and how we actually can bring that to life unto our websites and all the stuff we work on on a day-to-day basis.
Thank you. So much for listening to my emotional design. Talk you