How to Create Engaging Experiences From Human Emotions

Abstract

There are several situations where the success of a product or a service depends on people’s emotional reactions while interacting with it. Feelings depends on the personal reaction to the values it offers. Therefore, it is not possible to presume that all persons will share the same reactions. An important challenge that designers have to face is to measure such feelings at every digital and physical touchpoint encountered by the customer and in which an experience takes place. In this context, the present research proposes an emotional-sensitive system able to measure the customer’s emotion and behavior and responsively adapt the experience to generate an individualized human-system interaction. It enables a continuous flow between analysis and reaction at every touchpoint of the customer experience. The paper illustrates the implementing technological framework, developed by EMOJ, an Italian startup leader in Artificial Intelligence (AI), and several applicative use cases.