Emotional experience of books: It’s not just the words that matterby
What can the emotional design of books teach us about customer experience management? Qaalfa Dibeehi explores.
Books provide an experience on at least two levels – the content in its pages and the pages themselves. Ask a book lover what so special about books and you will get an answer that speaks to the feel, smell and weight of a great book in the hand. Parents instinctively know about the emotional power of books when they select books for their children. The same emotional impact is important for us all. Robin Rendle recently wrote an interesting article for Smashing Magazine (“A Craft of Consequences: Reader, Writer and Emotional Design”) on the emotional design of books. In it she basically outlines the basic principles of customer experience design.
Qaalfa Dibeehi is chief operating and consulting officer at Beyond Philosophy.