Designing for Customer Loyalty: Emotions & The 4 Stages of Accomplishing Goals

Emotions are the most powerful of human motivators and yet most design projects lack an explicit strategy to use or target them as part of the overall experience design. A truly fulfilling experience is one that balances our logical and emotional needs and wants. A balanced experience that satisfies both parts of our mind are the ones that create deep and lasting connections. These are the experiences that build loyalty with customers creating lasting relationships that survive even the worst of times. In order to use emotions as both a targeted outcome for the experience and as a strategy to achieve that outcome we must first understand how have an experience. The 4 Stages of Accomplishing Goals provides this insight into HOW we experience everything. These 4 stages are the same for every person, they happen every time, and happen in the same order. The 4 Stages of Accomplishing Goals also explains where, when and how emotions impact and influence our resulting experience. We’ll learn not only how we experience everything but also WHY we choose to accomplish some goals and not others. Once we’re clear on the 4 stages we can make emotions a strategic part of building a balanced user experience. About the speaker: Mike Donahue is a UX Architect at Citrix. A self-identified UX Ideologist, Radical Inclusionist, Keeper of Semantic Truths, Designer and Photographer with more than 25 years experience. He is a co-organizer of SOFLUX meetup group were he is a frequent speaker. He also speaks at conferences and runs UX workshops. When he’s not solving wicked UX problems he’s out in nature photographing wildlife and landscapes. He works, lives and plays in south Florida with his wife Nikki and their dogs Layla and Cassidy. About our host: We thank Point Slope and O Republic for co-hosting this edition of Action Design Miami! Point Slope is a web application development and systems integration consultancy based in Miami. They design and build reliable software systems, perform quality assurance audits, mentor technical teams, and rescue troubled technology projects. O Republic is a holistic approach to XXI Century’s economy for innovation, co-work, exponential organizations and design thinking. Here’s the agenda for the evening: 6:30 PM: Drinks, snacks, and socializing. 7:00 PM: Introduction and presentation from Mike. 7:45 PM: Q&A with the audience. 8:00 PM: Community announcements. If you’re hiring, want to tell us about an awesome event coming up, or have anything else to tell the Action Design community, let everyone know! 8:05 PM: More drinks, snacks, and socializing. See you there!