30 January 2007

Sentimental journey: on computers and emotions [CIO Magazine]

Be the first to share

Boring
“New computer software applications—in the labs and in the market—are using emotion as data input and responding to it”, writes Esther Schindler in CIO Magazine.

“For business purposes, it isn’t necessary for a computer to emote—as long as it can respond to our emotions.

We want companies (and the systems they build, whether silicon- or carbon-powered) to acknowledge and respect our feelings, particularly when those feelings are strongly felt. Enterprises are starting to see good dollars-and-cents reasons to take action on emotion. “Research shows that if you respond to a customer within 24 hours of an angry experience, you are likely to recover the customer and to create [vendor] loyalty,” says Bar Veinstein, NICE Systems’ director of product marketing.

The intent isn’t to create an empathic artificial intelligence that experiences emotion. In these applications, the software analyzes human behavior and helps humans to make better business decisions. Many of these projects are still in the research labs, but a few are available as enterprise products.

“According to Dr. Marc Schröder, a senior researcher involved with the W3C Emotion Incubator Group, the computer experience must become more natural, or the average user will be unable to cope with increasing human-machine interaction complexity. Schröder explains, “By ‘natural,’ I mean closer to the type of human interactions that we all have every day, with friends, family, strangers, bosses, employees, etc. You know from the twitch in your boss’ face that now would be a good moment to stop contradicting…and you know from the face of your wife that today was a good day. Words are not needed for you to understand this.”

Read full story

Be the first to share
24 August 2016
New Human Centred Design toolkit launched for African context
Future by Design, a Human Centred Design (HCD) and customer-centricity consultancy focused on the African continent, has produced an HCD Toolkit (download link) that’s especially appropriate for an African context, and intended for application where …
14 August 2016
The psychology of scarcity: what behavioral economics can teach design
Eldar Shafir, professor of psychology and public affairs at Princeton University and coauthor, with Sendhil Mullainathan, of the book Scarcity: The New Science of Having Less and How It Defines Our Lives (Picador, 2013), talks …
13 August 2016
New book on how corporate anthropology can help businesses grow
On the Brink: A Fresh Lens to Take Your Business to New Heights by Andi Simon PhD Greenleaf Book Group Press July 2016, 184 pages Abstract Innovation has become such a ubiquitous value, it's in danger of becoming cliché. Companies …
31 July 2016
[Book] The Class: Living and Learning in the Digital Age
The Class: Living and Learning in the Digital Age Sonia Livingstone and Julian Sefton-Green New York University Press May 2016, 368 pages > Read online for free Do today’s youth have more opportunities than their parents? As they build their …
31 July 2016
Examining cultural need: discussing design anthropology with Amélie Lamont
Designer Erin Lynch recently interviewed Amélie Lamont, a NYC-based design anthropologist, and the result is quite stimulating, particularly also on the topic gender and racial gaps in the design industry. According to Amélie, "design anthropology focuses …
31 July 2016
Can ‘user experience’ experts become ‘customer experience’ experts?
For those of us who are puzzled about what exactly the difference is between UX and CX, Toby Bottorf, principal at continuum, situates the difference as one of scale: "The difference is one of scale. You’re …
23 July 2016
Emerging social roles for life in 2025
Over the last five years Ericsson's Networked Society Lab has been exploring what social life in 2025 might mean. How have 20th structures of industrialization been challenged? What is happening with life and lifestyles right …
22 July 2016
[Book] Overcomplicated (or when systems go feral)
Overcomplicated: Technology at the Limits of Comprehension by Samuel Arbesman Current (Penguin Randomhouse), July 2016 256 pages Abstract Why did the New York Stock Exchange suspend trading without warning on July 8, 2015? Why did certain Toyota vehicles accelerate uncontrollably …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

22 June 2016
A united energy economy: Experientia helps wrap up the CITYOPT Nice pilot project

Can behavioral change address local energy issues, raise people’s awareness energy consumption issues, and directly support non-profit organizations at the same time? With the Nice pilot of the CITYOPT project, we have seen strong suggestions that it can. It also suggests that the sense of belonging to a local community is a strong motivation for […]

23 May 2016
Experientia white paper: “Conducting clinical trials is about working with patients”

Patient-centricity is one of the defining issues facing clinical trials in the pharma industry. The past few years have seen a growing awareness by pharmaceutical companies of the importance of patient-centricity – but they have also illustrated that not everyone is clear on just what patient-centricity is, or how to achieve it. After using UX […]

12 April 2016
The latest on innovation in Energy Efficient Buildings: annual round-up of EU Commission projects

Every year, the Energy-efficient Buildings (EeB) Public Private Partnership (PPP) publishes the EeB PPP project review – a round-up of energy-efficiency projects that have been co-funded by two European Commission schemes. This year, the print and digital booklet design was done by Experientia, in particular by our talented visual and interaction designer Dohun Jang. Experientia […]

8 March 2016
Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

1 March 2016
Singapore’s main newspaper on Experientia’s design with the elderly

Arti Mulchand reports in the Straits Times, Singapore’s main newspaper, on Experientia’s “Design for Ageing Gracefully” project: Putting faces to end-users early in the design process is changing the way designers and organisations are approaching products aimed at Singapore’s growing elderly demographic. Experientia’s ethnographic study, which was commissioned by DesignSingapore Council in a collaboration with […]

18 January 2016
Experientia website completely reshaped

Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]

See all articles