Chapter 9 Building Client Experiences Rooted in Care

DOI: 10.4324/9781032684895-12

Designing with Care

In the realm of client experiences, a paradigm shift is taking place. For years, the design and execution of client experiences were primarily driven by efficiency, cost reduction, and optimization of processes. While these factors remain important, there is a growing recognition of the crucial role that care plays in shaping client experiences. This leads us to an approach that puts human needs and emotions at the forefront of design principles: a human-centric approach.

In a human-centric approach, empathy forms the foundation upon which experiences are built. It’s about understanding and addressing clients’ needs, aspirations, and emotions. ...

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