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What’s your favorite device? What service have you been raving about to all your friends and family? Is there a product you used recently that frustrated you? Why?

According to Don Norman, an American researcher, professor, author, and the Grand old man of user experience design, emotional engagement is a key factor to consider when designing a product or service because people are emotional. Emotions are powerful. How we feel about a product or service determines how we value it.

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“Everything has a personality: everything sends an emotional signal. Even where this was not the intention of the designer, the people who view the website infer personalities and experience emotions.”

– Don Norman, Grand Old Man of User Experience

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This week, I took a look at a selection of my everyday products, devices, and services to assess the way they make me feel. I analyzed my emotional response to three things using the following phrase:

________ makes me FEEL _________ because my NEED for __________ is OR is not being met.

(In this case, my needs are met.) Here is why I value herbal tea, Amazon Prime, and my Vivint Video Doorbell Camera.

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Product: Herbal Tea

Herbal tea makes me feel relaxed because my needs for rest, hydration, and immune support are being met. 

I drink herbal tea regularly, especially during colder seasons, because it gives me extra warmth and comfort. Drinking tea is calming and provides a way to prepare for the day or unwind at night. Healthwise, tea is an additional way to stay hydrated and support my immune system. There are quick tea remedies for various ailments, including a sore throat, common cold, and stomach ache, and, for me, they work! Last week’s stomach ache dissolved, thanks to Traditional Medicinal’s Belly Comfort Tea.

Service: Amazon Prime

Amazon Prime makes me feel satisfied because my needs for accessibility and efficiency are being met. 

You may already be familiar with Amazon Prime’s same-day, overnight, one-day, or two-day delivery. I benefit from Amazon’s speedy delivery consistently. Although I occasionally return products, I am generally satisfied with the variety of products and prices Amazon offers and how quickly my orders arrive. Shopping on Amazon is much easier than visiting numerous stores to compare products and prices, especially during a pandemic, in which some items may not be as accessible. I also appreciate the detailed reviews that customers write, allowing me to make more informed decisions when purchasing an item. So what are my most recent Amazon buys? A grow light for my houseplants (since it’s winter and there’s not as much daylight) and a 4-in-1 wireless charger to charge my Apple watch, apple pencil, iPhone, and AirPods all in one place. 

Device: Vivint Video Doorbell Camera

Vivint’s Video Doorbell Camera makes me feel conscious and informed because my needs for presence and security are being met.

When someone presses our doorbell, it rings throughout the house. I also get a notification on my phone that says, “someone rang your doorbell.” The doorbell’s camera records live video, alerting my husband and me when someone comes to the door or when a package is left on our doorstep. Using our devices, we can monitor our door front at any time and replay video clips to keep track of activity around our home. Being aware of my surroundings is very important to me, as I am very cautious and concerned with my safety. Our home security system and doorbell camera make me feel more secure and comfortable, especially since I am new to home, neighborhood, county, and surroundings. Here’s a video of my puppy dashing out of the house while I attempt to retrieve a package.

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Looking Ahead

So what does this mean for designers? Simply put, emotions affect a user’s views, interactions, and value of a product or service. Therefore, designers should seek to incorporate emotional design in their work by creating “designs that evoke emotions which result in positive user experiences.” Evoking your user’s feelings prompts more engagement with your product/service and more attachment to it. Emotion is a way to connect with your user(s), causing them to create a lasting relationship with your brand. Effective emotional design makes the user’s experience more enjoyable, memorable, and personal. In any form of design, it is important to consider your audience. However, alongside their needs and their desires, their feelings are valid too.