4. Why do we love some products
while not even remember other products?
We love awesome products...
...these not only deliver functionality
but also touch our hearts
5. Design for Delight (D4D)
Evoking positive
emotion by going
beyond customer
expectations in
delivering ease and
benefit
...so people buy more and tell
others about their experience
Image Source: thingsiheardintheoldport.blogspot.in
9. CLOSE ENDED
OPEN ENDED
• Did you like your high school? • What was your high school
experience like?
• Do you buy flight tickets online? • How do you go about booking
Usually starts with
Have, Is, Would, Did, Shall, Do
tickets for a flight?
Usually starts with
Why, What, How, Tell me more…
• Will you be coming to my house for
Christmas?
• What is your plan for Christmas?
16. CONFIDENTIAL 17
THE TEAM RECAP
Identifying the Real Pain Point
D4D and context of the customer
Talking to customers
Open ended vs Close ended questions
Have a casual conversation
Go with a Script in your head
Capture Emotion using symbols
Power of
Observations