Mixed Feelings PDF

mixed
s
feelings
how to cultivate emotional

engagement in web design
Psychology suggests that most people buy
according to how they feel about a product (their
emotions) rather than logic. Cultivating an emotional
bond with your customers is importantand its
becoming more difficult to do. If your website isnt
tuned to resonate with your audiences emotions,
you could be losing business.
In this graphic, well briefly explore how to best
cultivate these emotions in your customers, and how
these (and other factors) influence purchase decisions.
plutchiks emotion wheel

In 1980, Robert Plutchik (a psychologist) created what is now known as Plutchiks wheel of
emotions to describe how emotions are related. A simplified version of this wheel is shown
below. According to Plutchik, there are 8 primary bipolar emotions: joy versus sadness;
anger versus fear; trust versus disgust; and surprise versus anticipation. These emotions can
also be expressed at different intensities. Note: the color values used in this emotion wheel
are arbitrary and dont necessarily foster the emotions they inspire visually.
Emotions of
greater intensity
As a general rule, websites

should cultivate these emotions
ser
eni
ty
st
tere
in
joy
tas
n
tio
ira
rag
e
thi
loa
nsi
on
app
reh
e
ent
gri
m
aze
ef
sad
fea
r
ter
ng
m
edo
bor
t
gus
dis
ror
nce
adm
er
ang
a
ept
acc
ecs
ce
lan
igi
st
tru
ann
oya
nce
ion
t
a
icip
t
n
a
am
se
ri
p
r
u
nes
pen
ion
siv
ene
ct
stra
di
ss
3 emotions to cultivate
Trust
Anticipation
Humans are naturally curious. You
can use this to your advantage
when designing your site. Enticing
imagery, trigger words, and
premium content all help motivate
visitors to become customers.
Joy
Visitors need to feel safe when

interacting with your site. You
can build trust through brandname endorsements, well-known
referrers, trusted reviews, and
third-party certifications.
Happy customers mean wellengaged, repeat customers. Keep

customers happy by offering
valuable free content, valuable
premium content, strong positive
imagery, and well-written copy.
use these emotions to
1. Build desire
2. Build loyalty
Combine anticipation and trust

to build a strong desire for your
product or service.
Combine trust and joy to boost

customer retention, loyalty, and
engagement.
3. Build your business

By cultivating all 3 emotions in your web design,
youre able to boost conversion rates, decrease
bounce rates, and grow your business.
buy now
38%
40%
the decline of ad recall

Studies show that consumers arent able to recall advertisements as much
as they used toan indication that its more important than ever to form an
emotion bond with your customers. In 1965 it was estimated that consumers
were able to recall 38% (about 1/3) of the ads they saw. In 2007, consumers
were only able to recall 8%. This represents an 80% drop in recall ability.
30%
20%
10%
8%
Fight the decline of ad recall

by forming an emotional bond
with your customers!
buy now
0%
1965
1986
2007
emotional factors that

influence purchase decisions
Up to 90% of purchase decisions are motivated by unconscious emotional response.
Research suggests that the majority of purchase decisions are made unconsciously and
in a matter of secondssometimes at the point of saleby relying on mental shortcuts
and unconscious emotional associations. Below are some emotional factors that can
influence purchase decisions. Special thanks to @jayehret.
The thinking
factor
People prefer to buy
without thinking. If people
are required to think too
much when interacting with
your site, you are exhausting
them, and the unconscious
mind doesnt like that.
The
risk factor
People have a natural
aversion to risk. As a general
rule, people feel loss more
powerfully than they feel
gain. The unconscious mind
is preoccupied with safety.
The first
impression factor
The social
validity factor
People are highly

influenced by their first
impressions. People are
primed by first impressions
and the first things people
say about a product.
People will follow the

crowd. Unconsciously, the
mind likes to move with the
herd and see what other
people like. People want
social proof before they
purchase something.
What to do: Ensure that a
What to do: Provide your
customers first encounter with

your business is as memorable
and enjoyable as possible.
customers with proof that

other people are buying (and
benefiting from) your product.
What to do: Consider

What to do: Make the
purchase process easy. Narrow

your product choices, cut out
unnecessary information.
positioning your product as

being the safe option over
being the new option or the
revolutionary option.
special thanks to
@jayehret, @smashingmag
People pay you. Not page views.

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mixed

how to cultivate emotional

plutchiks emotion wheel

As a general rule, websites

Visitors need to feel safe when

Happy customers mean wellengaged, repeat customers. Keep

use these emotions to

Combine anticipation and trust

Combine trust and joy to boost

3. Build your business

the decline of ad recall

Fight the decline of ad recall

emotional factors that

People are highly

People will follow the

What to do: Ensure that a

What to do: Provide your

customers first encounter with

customers with proof that

What to do: Consider

purchase process easy. Narrow

positioning your product as

People pay you. Not page views.

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