Design emocional de sistemas produto-serviço: framework para análise da experiência do usuário baseado nas Teorias de Appraisals

Abstract

This research investigates the potential of Appraisals Theories for the analysis of users’ emotional experiences in product-service system projects. The theory was introduced in Design to understand the emotions aroused in the user-product interaction. However, the area still lacks research that considers emotion in project activity that extrapolates materiality. In this sense, the general objective of this investigation is to develop an appraisal framework that contributes to the analysis of the user’s emotional experience in product-service system projects. Thus, initially this investigation reviewed the main Appraisal Theories in Psychology and the model used in Design, and developed a new framework of theoretical based appraisals for analyzing user emotional experience in product-service systems, for later application in the empirical phase. This is an exploratory research based on design, inspired by action research, with a qualitative approach, based on the product-service system TEDxUnisinos. This system involves products, services, communication and a network of actors committed to generating positive emotional experiences for the public. The data was collected so that the new framework could be developed and analyzed. The sample consisted of 10 people, involved in all stages of data collection, including members of the audience, speakers and volunteers from that conference. They participated in two online workshops, one to identify appraisals from previous editions of the event, and the other to generate ideas, based on their evaluations, for two new editions of TEDxUnisinosSalon. The activities were recorded on video and later transcribed literally. The content was analyzed through Theme Analysis. Based on the workshop results, two editions of TEDxUnisinosSalon (condensed format conference) were developed by the researcher. The same participants assessed the emotional impact of these events on themselves. As a result, this research presents an appraisal framework for analyzing the emotional experience of users, in product-service systems projects.