Best Practice Report

Design For Emotion In Healthcare

Shape Memorable Experiences

August 9th, 2021
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Arielle Trzcinski, Principal Analyst
Arielle Trzcinski Principal Analyst
With contributors:
Ian Jacobs , Daniel Hong , Harley Manning , Eric Bellomo , Paul-Julien Giraud , Melissa Chaudet

Summary

Many healthcare organizations (HCOs) get emotion wrong and risk alienating customers. Instead of designing experiences based upon a wide range of emotions, HCOs often and mistakenly equate emotion just with delight. There’s a risk of missing the other emotions that lead to customer retention, loyalty, and advocacy. 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.

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