Abstract
An integral part of the Emotional Banking method, the “Everyone is a Designer” workshop, is designed to awaken passion—chiefly for departments of the bank that are typically far removed from the conceptual work of Design and digital proposition strategy in order to allow them to become connected to the principle of Human Centered Design and have them use that as integral part of any work they do. The chapter analyzes the difference between mere user experience (UX) and emotional experience (EX) and how the distinction, if it permeates the organization, can be a lever to change the culture and empower brand creation in banks.
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Notes
- 1.
Eillie Anzilotti, “Why IDEO’s Fred Dust Thinks We Must Rethink the Art of the Dialogue”, www.fastcompany.com, October 24, 2017, https://www.fastcompany.com/40483243/why-ideos-fred-dust-thinks-we-must-relearn-the-art-of-dialogue.
- 2.
Duena Blomstrom, “EX Not UX”, www.duenablomstrom.com, February 8, 2016, https://duenablomstrom.com/2016/02/08/ex-the-antibiotic-to-cure-infectious-organisational-paralysis-in-cx-professionals/.
- 3.
Ben Terrett, “Design Is the New Management Consultancy”, www.noisydecentgraphics.typepad.com, August 2006, http://noisydecentgraphics.typepad.com/design/2006/08/design_is_the_n.html.
- 4.
Kaan Turnali, “What Is Design Thinking?”, www.forbes.com, May 10, 2015, https://www.forbes.com/sites/sap/2015/05/10/what-is-design-thinking/#73db85ad471f.
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Blomstrom, D. (2018). Everyone’s a Designer. In: Emotional Banking. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-75653-0_10
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DOI: https://doi.org/10.1007/978-3-319-75653-0_10
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