The Changing Nature of Service and Experience Design
We are all more connected than ever before, and in more ways than we can even imagine. Whether we like it or not, business is personal, and brands are relationships. And at the end of the day, we are in the business of designing relationships. Our work centers around what builds trust—whether it's a well-designed customer service experience, a more effective connection with a doctor, a well-spent moment connecting on a smart phone, a more inspiring educational experience, a more engaging or efficient use of a toaster, or an entertaining travel experience. And the more emotion we can put into our work, the better. That's how you build trust and connections.
Emotional connections happen most often as a demonstration of empathy. I understand where you are coming from. I understand what you need in this situation, and I am here to help you.
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Nathan Shedroff, Andy Polaine Design, Lavrans Lovlie, and Fred Leichter
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