Analysis of sentiment expressions for user-centered design. (1st June 2021)

• Record Type: Journal Article
• Authors: Han, Yi; Moghaddam, Mohsen
• Is Part Of: Expert systems with applications. Volume 171(2021)
• Publication Date: 2021-06-01
• Subjects: Sentiment analysis -- Information extraction -- Natural language processing -- User-centered design; Expert systems (Computer science) -- Periodicals; Systèmes experts (Informatique) -- Périodiques; Electronic journals; 006.33
• DOI: 10.1016/j.eswa.2021.114604
• Languages: English
• ISSNs: 0957-4174

Abstract

Highlights: We translate online customer reviews into attribute-level design insights. We develop a methodology for attribute-sentiment expression mapping. The algorithms developed utilize NLTK, Word2Vec and Stanford Parser. We build on sentiment analysis and information extraction methods. We identify customer segments based on the individual reviews analyzed. Abstract: Devising intelligent systems capable of identifying the idiosyncratic needs of users at scale and translating them into attribute-level design feedback and recommendations is a key prerequisite for successful user-centered design processes. Recent studies show that 49% of design firms lack systems and tools for monitoring external platforms, and only 8% have adopted digital, data-driven approaches for new product development despite acknowledging them as a high priority. The state-of-the-art attribute-level sentiment analysis approaches based on deep learning have achieved promising results; however, these methods pose strict preconditions, require manually labeled data for training and pre-defined attributes by experts, and only classify sentiments intro predefined categories which have limited implications for designers. This article develops a rule-based methodology for extracting and analyzing the sentiment expressions of users on a large scale, from myriad reviews available on social media and e-commerce platforms. The methodology further advances current unsupervised attribute-level sentiment analysis approaches by enabling efficient identification and mapping of sentiment expressions of individual users onto their respective attributes. Experiments on a large dataset scraped from a major e-commerce retail store for apparel and indicate 74.3%–93.8% precision in extracting attribute-level sentiment expressions of users and demonstrate the feasibility and potentials of the developed methodology for large-scale need finding from user reviews.