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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.

Speakers
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Bill Albert

Executive Director, Bentley University User Experience Center


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

Attendees (4)