From Human-Centered Design to Relationship-Centered Design
Episode 007 • 45 min
Many of us are aware of human-centered design, which is all about placing real people at the center of our design work, so that we’re always designing with empathy and thoughtfulness.
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Many of us are aware of human-centered design, which is all about placing real people at the center of our design work, so that we’re always designing with empathy and thoughtfulness. But what if we take it a step further and design with relationships in mind, so that we’re strengthening the bond between people, or between people and organizations, and build real loyalty? This is particularly interesting when we think about financial organizations and their customers, many of whom are adversely affected by the current financial crisis. So instead of blindly selling services and products, these organizations can focus on where people are in every moment of their journey to develop a life-long and trusting relationship. You can imagine this has business impact as well as social impact for the customer, as the fates of both the company and the customer are intertwined. We discuss with Mike Kirkpatrick, SVP of Client Experience & Strategy at Mad*Pow and Russ Wilson, Chief Experience Officer and Head of Design at Fidelity Investments. Plus our weekly dose of good design.
Weekly Dose of Good Design
- Sam: Crayola Colors of the World
- Liz: Eeboo puzzles
- Mike: The Home Depot pickup process
Links
- Video: FXD 2018: Michael Kirkpatrick, SVP, Client Experience & Strategy, Mad*Pow
- Event: Financial Experience Design Conference
- Company: Greenlight
- Company: Lemonade
Sam Aquillano
Host
Liz Pawlak
Host
Michael Kirkpatrick
Guest Co-Host
