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Our first ever all-virtual UXPA Boston Conference took place on October 23, 2020. Thank you to all who attended!
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Friday, October 23 • 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
avatar for William Albert

William Albert

Executive Director, Bentley University User Experience Center
Bill Albert is Executive Director of the Bentley University User Experience Center. Albert brings more than 20 years of experience in UX research, design, and strategy to his role leading the center. He has expertise in qualitative and quantitative user research methods, service design... Read More →


Friday October 23, 2020 9:15am - 10:00am EDT
4 - Republic (Research & Panels)