Psychology in design

«My Commute»

A multitude of service offerings and experiences propose to solve consumer problems and improve their everyday lives. Taking their emotions, present and previous experiences into consideration can give service providers a better understanding of their user’s needs, offering them an experience that has an added emotional value. This facilitates the creation of an emotional bond between the users and the service, thus increasing customer loyalty.

I have chosen to base my service design process on theoretical research. It has centered on consumer psychology, experience design and emotional design, as my aim has been to explore the role of psychology in service design. I have explored the role and extent of emotion and psychological response in delivering a positive service experience.

Principles from my research have been utilized in a task I have conducted for NSB. The tasks objective was to improve the experience of commuting with NSB.

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Astrid Langnes  |  astrid.langnes@gmail.com  |  astridlangnes.com  |  +47 480 34 399