Web Scraping for Evaluating the Physical and Cognitive Ergonomics of Baby Carrier Products Based on Digital Voice of Customers

Abstract

This study evaluates baby carriers from the perspectives of physical and cognitive ergonomics using the “digital voice of the customer” approach. Consumer reviews were collected from Tokopedia via web scraping; 287 data entries were cleaned down to 267 valid text reviews. Through text mining, the reviews were normalized and classified using Python-based keyword matching rules (taking into account affixes, typos, and negations) into four categories: physical ergonomics, cognitive ergonomics, physical and cognitive ergonomics, and general feedback. The classification was checked against 60 randomly selected, manually labeled reviews and showed limited agreement (accuracy 68.33%, macro-F1 0.31, Cohen’s kappa 0.255), so the results are indicative; the frequency of categories was analyzed using a Pareto chart. A total of 50.19% of the reviews discussed physical ergonomics, 12.36% cognitive ergonomics, 12.36% both, and 25.09% general feedback; overall, 74.91% of the reviews addressed at least one aspect of ergonomics. Among the ergonomics-related reviews, most expressed satisfaction (63.0%) and only 15.5% contained complaints. Of these 31 complaints, 64.52% related to cognitive ergonomics, particularly sizing, while physical complaints mostly concerned the thin fabric. Proposed solutions included a sizing guide based on height and weight equipped with a QR code, as well as thicker fabric that still allows for air circulation.