Making Emotional Connections Through Participatory Design
http://www.boxesandarrows.com/archives/making_emotional_connections_through_participatory_design.php

Gage, Marty and Preetham Kolari
Boxes and Arrows
2002

Abstract:

Most of the people we talk to believe that the desired end result of experience design is an emotional connection between a person and her experience with a product or service. When a company is able to make them, such connections can have a positive impact on the company’s brand.