Augmenting Customer Journey Maps with quantitative empirical data: a case on EEG and eye tracking

Evangelos Karapanos; Evangelos Niforatos; Monchu Chen; Nuno Jardim Nunes; Rui Alves; Veranika Lim

arxiv: 1209.3155 · v1 · pith:EOLX3U3Nnew · submitted 2012-09-14 · 💻 cs.HC

Augmenting Customer Journey Maps with quantitative empirical data: a case on EEG and eye tracking

Rui Alves , Veranika Lim , Evangelos Niforatos , Monchu Chen , Evangelos Karapanos , Nuno Jardim Nunes This is my paper

classification 💻 cs.HC

keywords customerdatadesignempiricalservicetrackingallowaugmenting

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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.

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Augmenting Customer Journey Maps with quantitative empirical data: a case on EEG and eye tracking

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