HCSep 14, 2012
Augmenting Customer Journey Maps with quantitative empirical data: a case on EEG and eye tracking
arXiv:1209.3155v18 citations
Originality Synthesis-oriented
AI Analysis
This work addresses the problem of improving service design for designers and businesses by providing data-driven insights, though it appears incremental as it applies existing tools to a new domain.
The paper tackled the challenge of enhancing customer journey maps by integrating quantitative empirical data from EEG and eye tracking, resulting in new visualization methods and improvements in service design deliverables.
This paper introduces the use of electroencephalography (EEG) and eye tracking in exploring customer experiences in service design. These tools are expected to allow designers to generate customer journeys from empirical data leading to new visualization methods and therefore improvements in service design deliverables.