Measuring Customer Experiences with Arousal

How can we better understand people's emotional experiences with a product or service? Traditional interview methods require people to remember their emotional state, which is difficult. We use psychophysiological measurements such as heart rate and skin conductance to map people's emotional changes across time. These biological changes provide information about people's emotional states (excitement, fear, anxiousness, boredom). We then interview people about times when their emotions changed, in order to gain insight into the experiences that corresponded with the emotional changes.

Category:

Science & Technology

Tags:

• design
• emotion
• games
• kids
• technology
• sensors
• stories
• wearable computing
• rock band
• neuromarketing
• media lab
• user experience