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System and method to track user struggle using face expressions

IP.com Disclosure Number: IPCOM000249570D
Publication Date: 2017-Mar-03
Document File: 2 page(s) / 24K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed is a feature in a Customer experience management software that captures the customer experience and analyze customer visits in a website. The Customer experience management software usually captures the application interactions, device information and user context. While analyzing the user session in a customer experience management software, a Business Analyst notice that a user has gone through the website multiple times and he is interested to buy a product but he is not able to understand why the user has closed the session and did not purchase the product. Hence, we need a more advanced solution which enables a customer experience management software to analyze the user session along with user's struggle in a website.

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System and method to track user struggle using face expressions

In the current customer experience management software, there are features available to capture user struggle using User Interface(UI) interactions, but we don't have features available to capture user struggle using physical expressions: face expressions/emotions. In the feature disclosed, the customer experience management software determine the user struggle using physical expressions in addition to UI interactions and it gives valuable information to Business Analyst to understand why a user did not make a purchase. While analyzing the user session, the customer experience management software displays user's struggle score in addition to UI interactions of an user in the dashboard. Based on the user's struggle score, a Business Analyst can take necessary actions to get more customers or to retain the current customer. Based on the user struggle score, the product team can ask feedback from customer for areas of improvement, improve the product by making some UI changes, display a help button, etc.

The feature allows a Customer experience management software to captures user's struggle in addition to application interaction in an e-commerce website for each user. Throughout the user's interaction with the e-commerce website, the user's emotions, face expressions and other parameters are captured to determine user's struggle score and the score is stored for every page of the website. While analyzing the user session, the customer experience management software displays user's struggle score in addition to UI interactions of an user and presents the score in the dashboard. The user struggle score can be determined with the help of face expression/emotion capture using a web camera and that includes eye tracking capability. The face expressions, emotions can be captured by integrating the Customer Experience Management software with Emotion Recognition APIs. Then, a Business analyst can analyze the user struggle using face expressions events and UI interaction events.

This is how the user struggle score is calculated in a customer experience management tool :

Struggle score is calculated based on the UI interactions, face expressions, time spent, number of persons struggling in the same user session.

1. A user struggling in a screen can be determined wit...