Ergonomic evaluation and UX innovation in the cosmetics industry
How introducing rigorous UX methods at CHANEL enabled a deeper understanding of cosmetic product usage experience and the building of a durable methodological foundation for the R&I lab.
- Role
- Ergonomics Study Analyst
- Duration
- 8 months
- Tools
- TheObserverXT, Open Sesame, R Studio, ANOVA, ACP, ACM
Context
CHANEL's Research & Innovation division in Pantin wanted to integrate a UX dimension into the evaluation of its cosmetic products. While sensory and hedonic protocols existed, the methods for evaluating the overall usage experience — gesture, comfort, usability — had not yet been formalised. My mission: design these methods, deploy them on real studies, and build a reusable methodological foundation for the entire lab.
Research approach
Literature review & framing
I conducted a scientific literature review to identify usage experience evaluation methods applicable to cosmetic products, then defined a methodological framework adapted to the lab's constraints.
Qualitative studies
I conducted observation sessions and semi-structured individual interviews to understand usage rituals, expectations and frustrations. Sessions were recorded and analysed with TheObserverXT for precise behavioural analysis.
Quantitative & psychometric studies
For the first time in the R&I process, usage experience measurement tools were introduced and applied to cosmetic product evaluation: the SUS and traditional usability measures, previously absent from protocols. Standardised experimental protocols were created in Open Sesame to structure evaluations.
Structuring & transfer
I formalised all methods, protocols and tools in shared documentation to make them reproducible by other teams. Results were presented to R&I teams as reports and internal communications.
Key insights
- The usage experience of a cosmetic product is multidimensional: gesture, sensory and hedonic dimensions interact and cannot be evaluated in isolation.
- Existing sensory protocols captured product attributes well, but missed usage frictions (packaging, applicator, gesture) that are nonetheless decisive in repurchase intent.
- The R&I process had no usage experience measurement tools: introducing the SUS and traditional usability measures allowed the usability of cosmetic products to be objectively measured for the first time.
- Observation with TheObserverXT revealed real usage behaviours very different from declared usage — confirming the irreplaceable value of behavioural methods.
Impact
Integration of new UX evaluation methods into CHANEL's R&I protocols. Building a durable methodological foundation — validated scales, standardised protocols, observation guides — reusable by the entire lab. Insights informed reformulation decisions and packaging optimisation across several product lines.
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