Do Products Respond to User Desires? A Case Study. Errors and Successes in the Design Process, under the Umbrella of Emotional Design

Abstract

This article introduces a methodological approach to the evaluation of different industrial products according to Norman’s approach and dimensions, focusing on a specific case study. The study also shows different possibilities to guide industrial designers during the design process in order to create products with high emotional value. For those, the case study was done with 330 target specific users, submitting nine prototypes (designed for different targets) to the user experience evaluation and product perception analysis. The evaluated proposals were selected from a total of 45. The results show the visceral, behavioural and reflective levels perceived by those users to whom each product is intended, as well as the target deviation within the design process. In this sense, the emotional response reveals the asymmetric character of perception according to Norman’s dimensions.