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UPUS: Understanding and Predicting User Satisfaction

Funder: Netherlands Organisation for Scientific Research (NWO)Project code: 14802

UPUS: Understanding and Predicting User Satisfaction

Description

There is a revolution happening online, as web browers are no longer the main tool to explore information on the Internet, due to fact that users are moving towards mobile devices. Due to their smaller screen sizes and different interaction paradigm, it is inconvenient to use traditional web browsers on smartphones and tablets. Hence, many mobile applications have been developed to enhance the user experience, and any online information or service provider has it?s own ?app.? Evaluation remains a central component of web search applications because it helps to understand the quality of current system and which direction to take in order to improve it. However, the usual explicit user behavioural signals (e.g. clicks) are not sufficient anymore, as other implicit behavioral signals such as browsing become more prominent. We developed a technology that allow to infer user satisfaction with the search result pages on mobile devices. Our method is using the interaction signals (e.g. touch, swipe or zoom) instead of clicks which are rare and less meaningful. Improving user satisfaction with their services is key for millions of e-commerce businesses, and the goal of feasibility studies is to explore market potentials for the developed technology.

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