An Evaluation Framework for User Experience Using Eye Tracking, Mouse Tracking, Keyboard Input, and Artificial Intelligence: A Case Study

User eXperience (UX) has been used to achieve improvements in digital information systems based on how people perceive them. In particular, this paper establishes a framework that employs methods for eye and mouse tracking, keyboard input, self-assessment questionnaire and artificial intelligence algorithms to evaluate user experience and categorize users in terms of performance profiles. The results obtained with this framework are artifacts that can be used to support customizations of the User Interface (UI) on the websites. Moreover, the established framework is generic and flexible and can be applied to any information system, such as the case study shown in the website of the Federal Revenue of Brazil (RFB). The main objectives of this paper are as follows: (i) to set out a powerful UX framework based on three tracking techniques – the AIT2-UX; (ii) to provide the T2-UXT to collect, collate, process and visualize data obtained from users’ interactions (iii) to use and compare machine learning algorithms with the classification of user performance profiles; (iv) to use the artifacts generated by the framework to manually customize the UI with the website.