Deciphering Human-Centered Design and User Experience in Web3 with Vaishali Dialani: From Emotional Intelligence to Continuous Improvements | The Power of Vulnerability in Business

Join me in this captivating conversation with Vaishali Dialani, a shining light in the realm of customer experience and human-centered design. 

Vaishali and I dissect the pivotal role of human-centric design in Web3 and dive into how this approach can instigate trust, build communities, and empower users. We delve into the evolution of user research methodologies, the intricacies of balancing emotional and efficient experiences, and how to bring a human touch to the Web3 world. This is a treasure trove of insights from a master in her field.

Next, we crank up the gears and tackle strategies for creating a seamless user experience in the Web3 arena. Vaishali and I discuss the importance of simplifying complexities and ensuring a smooth ride through customer journeys. We talk about the power of feedback loops, continuous improvement methodologies, and the art of blending emotions with efficiency in the customer experience. For businesses navigating the Web3 space, this segment is a must-listen.

In the final chapter of our conversation, we delve into the profound impact of emotional intelligence and vulnerability on businesses. Vaishali emphasizes the need for emotionally intelligent training, clear communication, and receptivity to feedback. We discuss the importance of empathy in customer interactions and how businesses can learn from their customers. As a bonus, I also share details about my W3X Web3 mastermind, where I immerse myself deeper into these topics. Don't miss out on this enlightening episode with Vaishali Dialani.

The Evolution of Customer Experience in the Web3 Era

As the digital landscape continues its relentless evolution, the next frontier, Web3, is ushering in profound changes. One of the most significant areas experiencing transformation? Customer experience (CX). Recently, Vaishali Dailani, a renowned CX leader, sat down with Joeri Billast on the "Web3 CMO Stories" podcast to discuss the intersection of Web3 and CX. Here's what we learned.

The Persistent Power of Tradition

Before diving into Web3's intricacies, Dailani emphatically noted the continued relevance of traditional research methods. "The traditional way is not going anywhere," she stated. No matter how sophisticated our digital realms become, understanding user behavior, conducting focus groups, and gauging customer emotions will remain vital.

Human-Centered Design in Web3

Human-centered design has become a cornerstone for businesses worldwide, but how does it fit into the Web3 world? Dailani stresses the importance of integrating the "human touch" into technology. Web3 provides opportunities to empower users, enhance trust, and build community-centric designs. By focusing on transparency, feedback loops, and emotional intelligence, businesses can curate meaningful and memorable experiences.

Simplifying the Complex

As fascinating as Web3 can be, it's undeniably intricate. Dailani sees the challenge as an opportunity, advocating for simplifying this complexity. Businesses must communicate clearly, avoiding jargon and ensuring that even the least tech-savvy users feel comfortable and informed. This simplicity, combined with continuously improved feedback loops, is key to success in the Web3 realm.

Embracing Emotion in Web3

One of Dailani's unique stances is her emphasis on emotional intelligence within the digital space. She shared a touching example of dealing with migrant workers who were worried about their money transfers. Their palpable distress underscored the need for businesses to maintain an emotional connection with users, no matter how digitized transactions become. "Businesses lack three things," she said, "emotional intelligence training, openness to learn, and transparency."

The Power of Vulnerability

In a world dominated by highlight reels and polished profiles, Dailani champions vulnerability's power. By admitting what we don't know and seeking feedback, we can build stronger relationships and design more effective products. In the rapidly changing landscape of Web3, embracing vulnerability can act as a guiding principle, steering companies toward genuine connections and sustainable growth.

Conclusion: Web3 and the Future of CX

As we navigate the uncharted waters of Web3, Dailani's insights provide a valuable compass. From the continued significance of traditional methods to the importance of emotional intelligence and vulnerability, her perspectives offer a holistic view of the future of CX. As Web3 technologies continue to emerge and evolve, so too will our understanding of how best to serve and connect with users in this new digital era.

To learn more about Vaishali Dailani, her work, and insights, be sure to check out the "Web3 CMO Stories" podcast. And for those keen on exploring Web3's transformative capabilities, Joeri Billast's W3X Web3 mastermind is a must-join resource.

Stay connected, stay curious, and let's embrace the future of CX together!

Vaishali Dailani on the Web3 CMO Stories podcast

Vaishali Dailani on the Web3 CMO Stories podcast


[00:45] Vaishali, could you provide more information about yourself and your background? 

[02:21] As a seasoned expert in human-centered design, how do you view its evolution in the Web3 era compared to the Web2 landscape? 

[05:37] With the emergence of Web3, how do you foresee user research methodologies changing, and what challenges and opportunities do you anticipate in this context? 

[10:25] In the context of Web3's promise of giving users more control, how do you anticipate this reshaping the customer experience? 

What strategies would you suggest to ensure a consistent and seamless user experience within the Web3 space? 

[18:50] Balancing emotions with efficiency in customer experience can pose a challenge. Could you please share more insights on this topic? 

[23:27] How does embracing vulnerability manifest in your work, and do you see any particular significance for it in the context of Web3? 


 "The traditional way is not going anywhere. No matter how much we evolve, the root is always going to be the same." 

"The more you simplify it, the more you humanize it, the more you speak the right tone of voice, the right customer journey mapping, making them feel like they are safe with you." 

"Businesses need to know and be able to learn the best way to be able to collect feedback... you are saying, right, next quarter we are aimed to design this particular 

"Emotionally intelligent trainings are not something that many organizations do, unfortunately, and that's why you see the customer experience success rate go down." 

"I always want to be vulnerable, because it opens a side of my emotional side of me that allows me to be seeking information or seeking feedback at all times." 


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About the author, JoeriBillast

Fractional CMO
Web3 Marketing Strategist
Bestselling Author on Amazon
Host of the Web3 CMO Stories podcast