Beyond Eye Tracking: Using User Temperature, Rating Dials, and Facial Analysis to Understand the...

Beyond Eye Tracking Using user temperature, rating dials, and facial analysis to understand the user experience Jen Romano Bergstrom, Jon Strohl, David Hawkins Dan Berlin UXPA2013 | Washington, DC @romanocog @forsmarshgroup @banderlin

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Client’s needs •  Traditionally…

–  What works well –  What needs help

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Client’s needs •  Traditionally…

–  What works well –  What needs help

•  Measure the UX

Observations

Selection/click behavior

Contextual observations

Time to complete task Reaction time

Accuracy Ability to complete tasks

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Task efficiency and accuracy Accuracy

Steps to Complete Task*

Time to Complete Task*

Users 10% 8 170 seconds

Admins 21% 8.3 32 seconds

All Participants

15% 8.2 101 seconds

Session observations

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•  Observational click behavior •  Facial expressions of frustration •  Fidgeting and other observations of emotion

Areas of the website that participants explored first.

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Explicit Post-task satisfaction questionnaires

Moderator follow up

In-session difficulty ratings

Verbal responses

Real-time +/- dial

Measure the UX by asking questions

Think aloud protocol

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•  Rooted in cognitive psychology and the study of thinking •  Makes explicit what is implicitly present to participants •  Concurrent vs. retrospective

“This is really confusing!”

Satisfaction questionnaires & difficulty ratings

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•  Assess users subjective satisfaction •  Consistent questionnaire used across interfaces or

customized for its features and capabilities •  Structured vs. unstructured

Satisfaction Questionnaire Please circle the numbers that most appropriately reflect your impressions about using this Web-based instrument.

terrible wonderful

1. Overall reaction to the Web site: 1 2 3 4 5 6 7 8 9 not applicable

confusing clear 2. Screen layouts: 1 2 3 4 5 6 7 8 9 not applicable

inconsistent consistent 3. Use of terminology throughout the Web site: 1 2 3 4 5 6 7 8 9 not applicable

inadequate adequate 4. Information displayed on the screens: 1 2 3 4 5 6 7 8 9 not applicable

illogical logical 5. Arrangement of information on the screen: 1 2 3 4 5 6 7 8 9 not applicable

never always 6. Tasks can be performed in a straight-forward manner: 1 2 3 4 5 6 7 8 9 not applicable

confusing clear 7. Organization of information on the site: 1 2 3 4 5 6 7 8 9 not applicable

impossible easy 8. Forward navigation: 1 2 3 4 5 6 7 8 9 not applicable

impossible easy 9. Backward navigation: 1 2 3 4 5 6 7 8 9 not applicable

difficult easy 10. Overall experience of finding information: 1 2 3 4 5 6 7 8 9 not applicable

too frequent appropriate 11. Census Bureau-specific terminology: 1 2 3 4 5 6 7 8 9 not applicable

12. Overall reaction to the Web site:

Terrible Wonderful 1 2 3 4 5 6 7

Frustrating Satisfying

1 2 3 4 5 6 7 Difficult Easy

1 2 3 4 5 6 7 13. Additional Comments (use the back of this paper if necessary):

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Client’s needs •  For this project…

–  What grabs attention? –  What is engaging? –  What is a turn off? –  What about the videos? –  Good parts? Bad? –  Is green better than…?

A volunteer please

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Client’s needs •  For this project…

–  What grabs attention? –  What is engaging? –  What is a turn off? –  What about the videos? –  Good parts? Bad? –  Is green better than…? Explicit

Post-task satisfaction questionnaires

Moderator follow up


Verbal responses

Real-time +/- dial

Observations

Selection/click behavior

Contextual observations


Accuracy Ability to complete tasks

Implicit measures

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•  Physiological responses are difficult to control •  Implicit responses are unfiltered •  Responses occur before explicit measures

Definition: Underlying reactions (e.g., eye tracking, arousal) that people are unaware of, cannot control, or cannot express at a granular level

Stimulus Implicit Responses

Thought Processes

Explicit Responses

Why don’t we measure the implicit?

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•  Very difficult, if even possible, to communicate the subconscious.

•  Responses occur in a very short time interval.

•  A lot of noise in the signal

•  Unfamiliar lexicon used in the literature.

•  The technology is just beginning to become usable by a wider audience.

•  Analyses appear overwhelmingly time consuming and complicated.

•  It’s difficult to justify the ROI.

Why should we measure the implicit?

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•  Evaluates thought processes and emotions (not what the participant tells you)

•  Quantifiable data that goes beyond task performance •  Moment by moment interaction •  Cause and effect triggers •  Deeper insights

Why should we measure the implicit?

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•  Evaluates thought processes and emotions (not what the participant tells you)

•  Quantifiable data that goes beyond task performance •  Moment by moment interaction •  Cause and effect triggers •  Deeper insights

Traditional research is good at explaining what people say and do, not what they think and feel.

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Observations Selection/click behavior

Ethnography


Accuracy

Ability to complete tasks

The Complete UX

Explicit Post-task satisfaction questionnaires

Moderator follow up


Verbal responses

Real-time +/- dial

Implicit

Eye tracking Electrodermal activity (EDA)

Behavioral analysis

Pupil dilation

Facial expression coding

Implicit associations

Linguistic analysis of verbalizations

Heart rate variability

Two categories of implicit measures

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Biometrics Neuroimaging

Neuroimaging metrics

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•  Indirectly or directly measures activity in the brain.

•  Typically measures the hemodynamic response or brain electrical activity.

•  Examine what “people are thinking”

Why don’t we collect neuroimaging measures?

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•  Lots of resources •  Expensive equipment •  Complex analyses •  Strict protocols •  Unnatural environment

Two categories of implicit measures

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Biometrics Neuroimaging

Biometrics

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•  Established in UX research –  Eye Tracking

•  New to UX –  Electrodermal Activity

•  Skin conductance response •  Body temperature

–  Facial expression analysis –  Pupil dilation –  Heart rate variability –  Respiration –  Blood pressure

Eye Tracking

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What is eye tracking

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•  Observing and recording eye movements as a participant interacts with a product –  Allows us to gain deeper insight into how users

perform tasks

•  Allows UX researchers to collect objective behavioral data

•  Doesn’t include observing pupil dilation, blink rate, or facial recognition

Yesterday

Eye tracking today

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Qualitative heat maps

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•  Aggregate of fixation count or duration across participants

Example: •  Participants have similar fixation counts across links •  Displays uncertainty of where to click to get started

Qualitative gaze plots

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•  Plot of fixations for a single participant Example:

•  Participant fixates back and forth between two different sections

•  Displays uncertainty on how to use the sections

•  The instructional paragraph did not facilitate web reading

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Example: •  Participant has

repeated fixations in the upper right hand corner

•  Participant said that he/she was looking for a search tool on the page

•  The search tool was contained within a disappearing banner on the page

Qualitative gaze plots

Quantitative eye-tracking data

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•  Quantitative data –  Attention

•  Time to first fixation –  Are users finding the important content quickly?

•  Total number of fixations in an area of interest •  Percentages of fixations in an AOI compared to the total page

–  Are users spending an inordinate amount of time looking at a single area?

–  Processing •  Fixation duration

–  Are users spending a long period of time in this area? –  Efficiency

•  Repeat fixations –  Is information clear and presented efficiently?

Quantitative eye tracking

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•  Break the page up into separate “areas of interest” or AOIs

•  Compare the fixation data between important areas and less important ones –  Or compare data between

designs

Areas of Interest

Combining quantitative and qualitative data

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•  Using multiple sources of data makes the evidence more compelling

•  Example: “LAUNCH” was expected to be the most clicked •  Heat map supports the quantitative eye-tracking data

Beyond eye tracking

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•  Eye tracking is just one type of biometric measure •  It tells us where participants are looking •  It does not tell us

–  Emotional state –  Level of arousal –  Level of mental workload

Facial expression analysis

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Emotion Recognition Software •  Real-time and continuous tracking of facial expressions

(Terzis, Moridis, Economides, 2010) •  Distinguishes between happy, angry, sad, surprised, scared,

disgusted, and neutral –  Overall accuracy of 89%

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Emotion Recognition Software

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Emotion Recognition Software

Bringing biometrics to UX research

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Electrodermal Activity

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What is it?

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•  Electrodermal activity (EDA) encompasses skin conductance responses and body temperature.

•  Nerve fibers release sweat in response to a stimulus.

•  Sweat facilitates the travel of an electrical signal.

•  After a stimulus onset, glands return to a baseline status.

•  Sweat secretion is related to sympathetic nervous system activity.

Who cares?

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•  Skin conductance is an established measure of arousal •  Arousal can indicate engagement, fear, frustration, or other

emotional changes •  Continuously measure changes in arousal throughout a test •  Establish bench marks and use them to compare previous

iterations •  Determine if the design facilitated typical levels of arousal

or if there were specific triggers

EDA in UX research

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•  EDA can indicate usability problems •  Assess “good” and “bad” interfaces and compare biometrics (Ward

& Marsden, 2002) •  “Bad” interface causes higher skin conductivity, lower blood

volume, and increased pulse rate •  Assess frustration while playing a game (Lin and Hu, 2005)

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How do I do it?

•  The electrodes on an EDA sensor measure the resistance electricity faces when traveling across the skin.

•  Electrodes can be placed on three locations –  Best option - Palm –  Good option - Finger –  Acceptable option – Wrist

•  Wired and wireless available

EDA recording device & analysis software

The device that required the least amount of training

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A less commonly used explicit measure: Dial rating

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Dial Rating

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FMG Rating Dial

•  Continuous real-time feedback on videos and commercials

•  Researcher can choose anchors for the ratings •  Tear dropped knob allows participant to remain

focused on the video •  Time sensitive

Position of dial

Max position of dial

Min position of dial

Dial Recorder Software

Visa Video Ad

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EDA data System Time Movement Data Temperature Raw EDA Signal Event Marker

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•  Tonic and phasic activity –  Tonic activity is slow, state-based level of arousal –  Phasic activity is a rapid, stimulus based change in arousal

•  EDA activity is long periods of gradual change with a series of peaks in activity.

2.6

2.8

3.0

0 4 8 11 15 19 23 26 30

µS

Seconds

Processing the EDA signal

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•  The phasic response begins 1-4 seconds after onset of stimulus •  The signal is analyzed in discrete time intervals •  The area under the curve is analyzed to determine changes

2.6

2.8

3.0

0 4 8 11 15 19 23 26 30

µS

Seconds

Response onset Returning to baseline Response onset Peak is delayed

Analyzing EDA data

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Traditional Measures of Attention and Emotion

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P

I found my mind wandering while the

advertisement was on

While the advertisement was on, I found myself

thinking about other things

I had a hard time keeping my mind

on the advertisement

Average

P1 1 1 1 1.0

P2 1 2 1 1.3

P3 1 1 1 1.0

P4 3 3 3 3.0

P5 2 2 2 2.0

P6 2 2 2 2.0

Explicit rating of attention: Please indicate how much you agree with the following statements

Response options: 1 (Not at all) | 2 | 3 | 4 | 5 | 6 | 7 (Extremely)

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Explicit rating of emotion: Please indicate how much you experienced each of the following while viewing the advertisement

P

Amused, fun-loving, silly

angry, irritated, or annoyed

disgust, distaste, or revulsion

guilty, repentant, or blameworthy

inspired, uplifted, or elevated

interested, alert, or curious

joyful, glad, or happy

sad, downhearted, or unhappy

scared, fearful, or afraid

sympathy, concern, or compassion

surprised, amazed, or astonished

P1 2 1 1 1 1 3 2 1 1 1 1

P2 2 3 1 1 1 1 1 1 1 1 1

P3 4 1 1 1 2 3 3 1 1 1 2

P4 1 2 1 1 1 1 1 1 1 1 1

P5 4 1 1 1 3 4 4 1 1 1 1

P6 5 1 1 1 3 4 4 1 1 1 2

Response options: 1 (Not at all) | 2 | 3 | 4 | 5 | 6 | 7 (Extremely)

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•  When? –  When did minds start to wander? –  When were people engaged?

•  What? –  What did people focus on? –  What did people miss? –  What caused the negative/positive emotions?

•  Was it something specific or overall?

Unanswered Questions

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New Measures of Attention and Emotion

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Traditional Likert-Scale Overall Rating

New Continuous Dial Rating

Visa Video Ad Example Question: Please indicate how much you experienced each of the following while viewing the advertisement. Response options: Not At All | A little bit| Moderately | Quite a bit | Extremely

P amused, fun-loving, or silly











P1 2 1 1 1 1 3 2 1 1 1 1

P2 2 3 1 1 1 1 1 1 1 1 1

P3 4 1 1 1 2 3 3 1 1 1 2

P4 1 2 1 1 1 1 1 1 1 1 1

P5 4 1 1 1 3 4 4 1 1 1 1

P6 5 1 1 1 3 4 4 1 1 1 2

-1.1

0.0

1.1 P1

P2

P3

P4

P5

P6

Mean

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1.6 1.65

1.7 1.75

1.8 1.85

1.9 1.95

2 2.05

2.1

-5 -4 -3 -2 -1 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32

Electrodermal Activity: Visa Video Ad

You can put notes here, but if you don’t it won’t appear when you present

[music only, screen change from bright to dark]

[drama<c screen change to black with white words, "without the worry of currency exchange"; music consistent]

[almost falls in water] [tail end of previous screen which appeared for several seconds and then change to first men<on of brand]

[middle of second screen change—MUSIC changes]

+ + + +

+

[music change]

[scene bright and beachy]

+

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New Physiological Measure of Arousal

Visa Video Ad Example Question: Please indicate how much you experienced each of the following while viewing the advertisement. Response options: Not At All | A little bit| Moderately | Quite a bit | Extremely












P1 2 1 1 1 1 3 2 1 1 1 1

P2 2 3 1 1 1 1 1 1 1 1 1

P3 4 1 1 1 2 3 3 1 1 1 2

P4 1 2 1 1 1 1 1 1 1 1 1

P5 4 1 1 1 3 4 4 1 1 1 1

P6 5 1 1 1 3 4 4 1 1 1 2

1.6

1.65

1.7

1.75

1.8

1.85

1.9

1.95

2

2.05

2.1

-5 -4 -3 -2 -1 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32

Artery Video Ad

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Artery Video Ad Example: Traditional Measures

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Question: Please indicate how much you experienced each of the following while viewing the advertisement. Response options: Not At All | A little bit| Moderately | Quite a bit | Extremely












P1 1 1 2 1 1 1 1 1 1 1 1

P2 1 1 5 1 1 1 1 2 1 1 4

P3 3 1 3 1 1 2 1 1 1 3 3

P4 1 3 5 1 1 3 1 3 1 1 5

P5 1 1 3 1 1 3 1 2 1 1 1

P6 1 1 5 1 1 1 1 1 1 1 3

Artery video example

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New Continuous Dial Rating













P1 1 1 2 1 1 1 1 1 1 1 1

P2 1 1 5 1 1 1 1 2 1 1 4

P3 3 1 3 1 1 2 1 1 1 3 3

P4 1 3 5 1 1 3 1 3 1 1 5

P5 1 1 3 1 1 3 1 2 1 1 1

P6 1 1 5 1 1 1 1 1 1 1 3

-‐1.2

-‐1

-‐0.8

-‐0.6

-‐0.4

-‐0.2

0

0.2

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30

P2, video 1

P3, video 1

P4, video 1

P5, video 1

P6, video 1

Mean

-‐1.2

-‐1

-‐0.8

-‐0.6

-‐0.4

-‐0.2

0

0.2

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30

P2, video 1

P3, video 1

P4, video 1

P5, video 1

P6, video 1

Mean

Continuous dial rating: Artery video

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[sound of rushing air] "this much was found stuck to the aorta..."

"every cigareWe is doing you damage"

Electrodermal activity: Artery video

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New Physiological Measure of Arousal













P1 1 1 2 1 1 1 1 1 1 1 1

P2 1 1 5 1 1 1 1 2 1 1 4

P3 3 1 3 1 1 2 1 1 1 3 3

P4 1 3 5 1 1 3 1 3 1 1 5

P5 1 1 3 1 1 3 1 2 1 1 1

P6 1 1 5 1 1 1 1 1 1 1 3

0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

P1

P2

P3

P4

P5

P6

Mean

Electrodermal activity: Artery video

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"...the main artery from the heart"

"every cigareWe is doing you damage"

[voice, pace change] "authorized by the Australian government"

"this much was found stuck to the aorta..."

[sound of rushing air] [first faWy deposits emerge]

+ + + + + +

“every cigareWe is doing you damage "

[sound effect; no text] “age 32“ [heartbeats] [sound of crackling embers]

+ + + +

1.6 1.65

1.7 1.75

1.8 1.85

1.9 1.95

2 2.05

2.1

-5 -4 -3 -2 -1 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32

EDA does not capture valence

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You can put notes here, but if you don’t it won’t appear when you present

P1: Artery ad (Negative emotion)

P1: Visa ad (Positive emotion)

Continuous Dial Rating: Artery vs. Visa

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-1.1

0.0

1.1 P1

P2

P3

P4

P5

P6

Mean

-1.2

-1

-0.8

-0.6

-0.4

-0.2

0

0.2

0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30

P2, video 1

P3, video 1

P4, video 1

P5, video 1

P6, video 1

Mean

EDA advantages and disadvantages

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•  Advantages –  Continuous measure of

automatic physiological response

–  Sensitive to minor changes in arousal

–  Informs order of magnitude •  Disadvantages

–  Does not inform valence –  Peak of physiological response

is slow –  Sometimes difficult to collect

0

0.5

1

1.5

2

2.5

Dial Eye Tracker EDA

Mea

n In

trusi

vene

ss R

atin

g

Debriefing question: On a scale of 1 to 5, how intrusive was ____ while you were trying to complete the tasks and watch videos?

Dial: Two participants rated the dial as very intrusive (4): “I was having to concentrate on what my reaction was, not just have it.”

“It’s not something I normally do, or something I do consciously.” EDA: Three participants rated the wrist band as moderately intrusive (3): “It was itchy.” “I had to remember not to move it.” “I didn’t know where to put it.”

The future of implicit measures

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We need to be taking a collaborative approach

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•  Disparate measures of physiological response can tell a cohesive story! •  By analyzing different streams of data we can uncover a very rich level

of analysis.

We need to be taking a collaborative approach

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Combining implicit measures for meaningful insights

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-1.100

0.000

1.100 •  Simulated pupil diameter data

•  Simulated heart rate variability data

•  Simulated EDA data

EDA: promising future

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•  Promising results –  When data is good, EDA provides continuous, “objective” arousal

measure –  There is consistency between:

•  The Likert scale and the continuous dial data •  Self-reported emotion overall and EDA data

–  EDA provides additional data above and beyond self-report measures

–  Most complete story can be told with a combination of measures.

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•  Data Analyses –  Compare to baseline – different baseline per person and per stimulus –  How does pupil dilation data compare with EDA? –  Reduce the intrusiveness ratings for all metrics

Lessons learned

•  Dial –  If ET is not used, allow participants to look at the dial when making

responses –  Include simple practice task to increase familiarity

•  Eye Tracker –  Instruct participants to visually search as if they were at home on their own

computer

•  EDA –  Improve quality of EDA data; explore equipment –  Provide a cushion/pad to rest arm –  Over-recruit

Select your measure carefully

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•  Where are participants dwelling on instructions and tasks? –  Eye tracking

•  Which specific elements on a page are particularly stressful? –  Eye tracking, EDA

•  Which content is very engaging for the user? –  Eye tracking, EDA, satisfaction questions, debriefing interview

•  Which design causes more stress on the user? –  EDA, debriefing interview

Not just about usability but also interaction

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Interfaces that adjust based on affective state and workload

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Video games that adapt to a user’s experience

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Cognitive training programs that adjust to a person’s ability

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But for UX…

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Pushing our research further

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•  There are lessons to be learned from neuromarketing –  Neuromarketing researchers have used EDA, heart rate

variability and even fMRI and EEG in an attempt to determine how users experience an advertisement.

•  UX has a different set of requirements –  To become more usable for practitioners, we need:

•  Portable technology that can be taken when traveling •  Software that has a short learning curve •  Customizations that allow for sensors to be wrist mounted and

more literature to substantiate the use of this sensor location •  Analysis protocols that can be completed in a short period of

time.

Issues to keep in mind

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•  We want to mimic real-world experiences during a usability study •  Complex setup will confound our experimental design •  Participant comfort is paramount

•  Concurrent think-aloud vs. Retrospective think-aloud •  A talking participant is a distracted participant

•  We always need to provide support for a ROI

Where do we go from here?

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•  We need to: –  Collaborate to move our

field forward –  Share methods and

analysis protocols –  Empirically test our

hypotheses –  Continually provide proof

for ROI

Beyond Eye Tracking: Using User Temperature, Rating Dials, and Facial Analysis to Understand the...

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