Joana de Quintanilha

VP, Principal Analyst

Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe.

Design For Emotion In Healthcare
August 9th, 202110 min read

This report shows how HCOs can improve customer experiences by understanding the spectrum of emotional triggers, emphasizing more than just delight, and designing for confidence.