Abstract

Currently, the technologies associated with the web and telecommunications have an essential role in different areas, such as education, medicine, tourism, commerce, among others. The coronavirus pandemic (COVID-19) accelerated the process of adopting these technologies. The announcement of the metaverse and its large number of opportunities, immersive experiences, scenarios, contexts, and possibilities have generated much expectation. This has increased interest in technologies such as Virtual Reality (VR), Augmented Reality (AR), and the mixture of both, which are not new technologies, but now taking advantage of the opportunities for better performance offered by communication networks such as 5G. Thus, user and/or customer experiences can be changed. This paper presents a literature review related to two concepts which are the user experience (UX) and customer experience (CX) in VR, AR, and metaverse, and their evaluation methods. We follow a review protocol and consult five representative databases. We found studies related to the user experience in virtual reality and augmented reality but not related to the metaverse. Regarding the evaluation methods of the user experience found, it is possible to identify heuristic evaluations and user tests that include data collection through questionnaires and the use of brain and body signals. In future work, we pretend to extend this literature review in a systematic review and intend to create guides to evaluate virtual environments applied to VR, AR, or metaverse.