Research conducted in collaboration with NetQ (Utrecht, the Netherlands)

NetQ is a Dutch company that provides Internet-based tools for gathering customer feedback. In this project, NetQ asked to propose a new business direction and design interventions that enable the company to expand their product portfolio. Interviews with the clients who used NetQ’s existing solutions were carried out to explore design opportunities with respect to gathering and synthesizing consumer feedback. The factors that influence respondents’ motivation to participate in research or survey were investigated through focus groups. The interaction vision of the solution was that the customers voluntarily express their opinions with concrete underlying reasons, finding this process beneficial for themselves. We developed Q-Sight, an indoor customer feedback system that tracks the flow of customers’ movements, and measures their emotional states towards their surroundings (e.g., art pieces in the museum, the layout of a supermarket, etc.). Q-sight was devised to let the customers have the opportunity to create a memory of their experience: they can give feedback and keep it in the form of a photo album or share it through social media. The envisioned benefits for the client were: they can see how customers experience the space by seeing the tracking data, and gain insights into how they could improve the space or the services based on the reported customers’ emotions.