Luca Giraldi

An Emotion Recognition System for monitoring Shopping Experience

The present work introduces an emotional tracking system to monitor Shopping Experience at different touchpoints in a store, based on the elaboration of the information extracted from biometric data and facial expressions. Preliminary tests suggest that the proposed system can be effectively used in a retail context.

Customer Experience: A Design Approach and Supporting Platform.

The purpose of the research is to develop an intelligent system able to support the design and management of a Customer Experience (CX) strategy based on the emotions tracked in real time at the different touchpoints in a store. The system aim is to make the shopping experience responsive to the customers’ emotional state and behaviour and to suggest successful product/service design guidelines and customer experience (CX) management strategies whose implementation may affect current and future purchases. In this particular, the present paper focuses on the description of the integrate approach developed to design the overall CX and on the emotional recognition tools to elaborate the rich-data captured by a network of optical and audio sensors distributed within the shop.

A Systematic Approach to Support Conceptual Design of Inclusive Products

Over the last years, several approaches have been defined to support Universal Design. However, a method that allows supporting universal design process in a systematic way is still lacking. Consequently, very often, products are merely designed according to design guidelines, without considering their effective context of use, while the success of products is often determined by the experience, intuition and sensitivity of designers, rather than by a real good design practice. In this context, the paper propose a systematic approach to support the conceptual design of modular and adaptive products, where for products we mean any device, tool, artefact, building, or service.