this makes me feel :) : capturing emotions in ux
TRANSCRIPT
Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016
Sarah GarciaUEGroup, youXtools
This Makes Me Feel…
@UEGroup@youXtools@sarah_eden
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Sarah garcialead researcher
UEGroup San Jose, California, USASince 2004
@UEGroup@youXtools@sarah_eden
welcome!
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today• Difference between UX, CX and EX
• Emotion measurement struggles
• Emotion gathering methods
• Our journey
• Questions
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#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
2.353.63 3.68 3.21 3.05
3.67
-4.00
-2.00
0.00
2.00
4.00
Overall level of satisfaction
Ease of use Ease of Learning Valuable Likelihood to Use Comparison to Current Site
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#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
-4
Very Difficult to Use
Very Easy to Use
3.1
3.6
Product A
-3 -2 -1 0 1 2 3 4
Product B
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#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
?
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#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
NPSLikert Scales SUS
Success RateTime on Task
Error Rate
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UX CX EX
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UX
UX-User Experience How a user interacts with the product
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UX CX
CX-Customer Experience How a user interacts with a product and an
organization over time
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UX CX EX
EX-Emotional ExperienceHow a user feels about their interactions
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?
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How are you feeling today?
?
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FineGood
OK
Great
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TiredBusy
Excited
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bored
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?
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It’s Fine.OK
I’m Not Sure.
It’s Good.
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Measuring EmotionsBiometric Options:
• EEG Electroencephalography (Brain)
• GSR Galvanic Skin Response (Sweat)
Passive:
• Facial Coding (Video Analysis)
• Verbal Coding (Voice Analysis)
Active:
User: Self-Reporting
Researcher: Observational
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#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Measuring EmotionsBiometric Options:
• EEG Electroencephalography (Brain)
• GSR Galvanic Skin Response (Sweat)
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
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#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Measuring EmotionsPassive:
• Facial Coding (Video Analysis)
• Verbal Coding (Voice Analysis)
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Measuring Emotions
Active:
User: Self-Reporting
Researcher: Observational
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Early Attempts at Emotion Capturing
7
Frustration and Delight
Indicate to what extent you felt _______ during your interaction with this game
• EXCITED • INSPIRED • INTERESTED • BORED
“I liked the overall concept and storyline”
“I enjoyed the game's look and feel”
“I enjoyed the game's music and sound effects”
“I will tell a friend about this game”
“I think this game is pretty lame”
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+3 0 -3Futuristic
Innovative
Connected
Simple
Clear
Engaging
Secure
Fun
Intuitive
Convenient
Delightful
Friendly
Passe
Plain
Disconnected
Confusing
Unclear
Puts me off
Risky
Boring
Plain
Inconvenient
Painful
Corporate
2.6
2.4
1.7
1.6
1.4
1.4
1.4
1.2
1.2
0.8
0.7
0.7
= Average Participant Rating
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?
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Here’s How We did it
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Basic Emotion
Basic Opposite
Joy Sadness
Trust Disgust
Fear Anger
Surprise Anticipation
Sadness Joy
Disgust Trust
Anger Fear
Anticipation Surprise
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Coming Up With the Concept
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Paper Prototype
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1st Emotional Chart Output
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
2nd Iteration
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Quantification & Comparisons
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Birth of youXemotions
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Lot of Questions…
Are less categories or more categories better?
Is self reporting emotions more or less effective than other agile emotion capturing methods?
Is self reporting more accurate than facial and verbal analytics?
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
The Study: Is Less, More?
Are less categories or more categories better?
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
People don’t always feel one emotion.
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
It’s hard to find words to describe
how you are feeling.
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Sometimes no words are better.
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
The 2nd Study: Who Knows Your User Best?
Is self reporting emotions more or less effective than other agile emotion capturing methods?
Is self reporting more accurate than facial and verbal analytics?
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Lab Camera Camera on Computer
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Results from Facial Analysis
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Accuracy of Descriptive Words
Rate Emotion Accuracy from 1 (not at all) – 5 (very strong)
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Emotion Capturing: Accuracy Comparison
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Birth of a Tool
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
Lots Left to Learn• Exploring the idea of NO words
• Exploring the idea of substituting words
• Understanding color/language issues
• Exploring different ways of visualizing the chart
• Exploring how to allow for selection of multiple emotions
• (the list goes on….)
Session Survey: http://www.uxpa2016.org/sessionsurvey Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.or
#UXPA201Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey/184 Conference Survey: http://www.uxpa2016.org/survey www.uxpa2016.org
#UXPA2016www.uxpa2016.org
#UXPA2016Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=184 Conference Survey: http://www.uxpa2016.org/survey
@UEGroup@youXtools@sarah_eden
Tell Me How YOU Feel!http://bit.ly/UXPAsarah