Creating Customer Experience by Emotional Design

DS 66-2: Proceedings of the 1st International Conference on Design Creativity (ICDC 2010)

Year: 2010
Editor: Taura, T and Nagai, Y
Author: Irisawa, Yusuke; Nagasawa, Shin'ya
Section: Short Presentation B


This study aims to analyze the relation among the theory of customer experience which Bernd H. Schmitt insist, the information process of Kansei in Kansei engineering and the theory of emotional design which Donald A. Norman do. Also, we have examined its relation to build customer experience using the information process of Kansei and emotional design, based on three case studies.

Keywords: customer experience, Kansei, product design, design process, customer experiential design


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