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Friday, May 29 • 9:15am - 10:00am
Is That Really Me? A Case Study in Measuring Emotional Engagement of Customers Using a Virtual Dressing Room in an e-Commerce Website

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UX professionals have begun to focus on the how to deliver a highly engaging customer experience. One of the key challenges is to accurately measure a wide range of customer emotions including engagement, joy, frustration, trust, confidence, surprise, and disgust.

In my presentation I will share the results from a case study that focused on measuring customer emotions while using different virtual dressing rooms on three e-commerce websites. I will present biometric data from users, including eye tracking, facial expressions, and galvanic skin response (GSR) to show a more complete picture of the emotional user experience which would otherwise be difficult to detect using analytics, market research, or traditional user research methods.


Bill Albert

Executive Director, Bentley University User Experience Center

Friday May 29, 2020 9:15am - 10:00am
1 - Back Bay A/B

Attendees (4)