While mapping existing user journeys and trying to highlight which are the areas where the ROI of improvements is biggest, I started from 2 directions. One from where the experience is worst and the other where improvements are easiest.
Joining them gives a nice priorization of where the low hanging fruits are.
But trying to detect where the user experience is worst is rather subjective. We go through interviews and follow people around, which gives a good impression. But as every researcher knows, what people say and what they feel is still different.
While researching how to use data Telefonica has to measure stress, I came across the following: Heart Rate Variability measurement.
This can be measured using a Polar strap as used often by runners. It would detect the heart variability which is an indication of stress.
Mash that up with a lifelogging camera like Narrative and you have your tool to create diary studies that actually record and measure the user experience.
Stay tuned to see how our first test goes…