Chapter 4 Reflection

This week I read Chapter 4 about Emotional Engagement. The main purpose of the chapter was to tell about how, “it is important to design for surprise, delight, anticipation, elevating perceived status…”. Something he said that I particularly agreed with was when he was talking about how employees at Wufoo personally mail out thank you cards to their customers. This is something that really stood out to me because you hardly ever see people hand-writing letters these days and to get one in the mail thanking you for your purchase is sure to make you want to buy something from them again. One thing that I kind of disagreed with was when the mascot of MailChimp would greet you with a personalized message. I can see where the designers thought this might be a good idea, but for me I don’t think it is worth the risk. You could just as easily offend someone unintentionally with a greeting and that could ruin someone’s image of your brand forever.