Customers post online reviews at any time. With the timestamp of online reviews, they can be regarded as a flow of information. With this characteristic, designers can capture the changes in customer feedback to help set up product improvement strategies. Here, we propose an approach for capturing changes in user expectation on product affordances based on the online reviews for two generations of products. First, the approach uses a rule-based natural language processing method to automatically identify and structure product affordances from review text. Then, inspired by the Kano model which classifies preferences of product attributes in five categories, conjoint analysis is used to quantitatively categorize the structured affordances. Finally, changes in user expectation can be found by applying the conjoint analysis on the online reviews posted for two successive generations of products. A case study based on the online reviews of Kindle e-readers downloaded from amazon.com shows that designers can use our proposed approach to evaluate their product improvement strategies for previous products and develop new product improvement strategies for future products.
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September 2019
Research-Article
Mining Changes in User Expectation Over Time From Online Reviews
Tianjun Hou,
Tianjun Hou
1
Laboratoire Genie Industriel, CentraleSupélec,
Gif-sur-Yvette,
e-mail: tianjun.hou@centralesupelec.fr
Université Paris-Saclay
,Gif-sur-Yvette,
France
e-mail: tianjun.hou@centralesupelec.fr
1Corresponding author.
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Bernard Yannou,
Bernard Yannou
Laboratoire Genie Industriel, CentraleSupélec,
Gif-sur-Yvette,
e-mail: bernard.yannou@centralesupelec.fr
Université Paris-Saclay
,Gif-sur-Yvette,
France
e-mail: bernard.yannou@centralesupelec.fr
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Yann Leroy,
Yann Leroy
Laboratoire Genie Industriel, CentraleSupélec,
Gif-sur-Yvette,
e-mail: yann.leroy@centralesupelec.fr
Université Paris-Saclay
,Gif-sur-Yvette,
France
e-mail: yann.leroy@centralesupelec.fr
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Emilie Poirson
Emilie Poirson
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Tianjun Hou
Laboratoire Genie Industriel, CentraleSupélec,
Gif-sur-Yvette,
e-mail: tianjun.hou@centralesupelec.fr
Université Paris-Saclay
,Gif-sur-Yvette,
France
e-mail: tianjun.hou@centralesupelec.fr
Bernard Yannou
Laboratoire Genie Industriel, CentraleSupélec,
Gif-sur-Yvette,
e-mail: bernard.yannou@centralesupelec.fr
Université Paris-Saclay
,Gif-sur-Yvette,
France
e-mail: bernard.yannou@centralesupelec.fr
Yann Leroy
Laboratoire Genie Industriel, CentraleSupélec,
Gif-sur-Yvette,
e-mail: yann.leroy@centralesupelec.fr
Université Paris-Saclay
,Gif-sur-Yvette,
France
e-mail: yann.leroy@centralesupelec.fr
Emilie Poirson
1Corresponding author.
Contributed by the Design Theory and Methodology Committee of ASME for publication in the Journal of Mechanical Design; Manuscript received October 5, 2018; final manuscript received January 22, 2019; published online April 18, 2019. Assoc. Editor: Katja Holtta-Otto.
J. Mech. Des. Sep 2019, 141(9): 091102 (10 pages)
Published Online: April 18, 2019
Article history
Received:
October 5, 2018
Revision Received:
January 22, 2019
Accepted:
January 22, 2019
Citation
Hou, T., Yannou, B., Leroy, Y., and Poirson, E. (April 18, 2019). "Mining Changes in User Expectation Over Time From Online Reviews." ASME. J. Mech. Des. September 2019; 141(9): 091102. https://doi.org/10.1115/1.4042793
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