Don Norman

The design of healthcare facilities pits practical, functional requirements against the emotional needs of patients, family members, and healthcare personnel. Yes, we all know about the impact of space, light and color, and of appropriate furnishings. But what about the need for information, for the feeling of being in control, being informed, and avoidance of the feeling of being abandoned to a faceless bureaucracy? Emotional design includes more than color and decor. It emphasizes behavioral components that enhance trust, minimize frustration, and create a more friendly, relaxing atmosphere for situations normally regarded as stressful. Emotions matter, and we can do something about them.