Figure 1: Revamp simplifes and reconstructs the original Amazon web page for Blind or Low Vision users' information seeking task to understand product details, especially the appearance. Using rule-based heuristics, Revamp extracts descriptive information from customer reviews to generate image descriptions (a), responses to users' queries (b) with a sentiment summary of all the relevant reviews (c) and original reviews sorted into a positive and a negative lists (d).

Purpose Excavating valuable outlier information of gray privacy products, the purpose of this study takes the online reviews of women’s underwear as an example, explores the outlier characteristics of online commentary data, and analyzes the online consumer behavior of consumers’ gray privacy products. Design/methodology/approach This research adopts the social network analysis method to analyze online reviews. Based on the online reviews collected from women’s underwear flagship store Victoria’s Secret at Tmall, this study performs word segmentation and word frequency analysis. Using the fuzzy query method, the research builds the corresponding co-word matrix and conducts co-occurrence analysis to summarize the factors affecting consumers’ purchase behavior of female underwear. Findings Establishing a formal framework of gray privacy products, this paper confirms the commonalities among consumers with respect to their perceptions of gray privacy products, shows that consumers have high privacy concerns about the disclosure or secondary use of personal private information when shopping gray privacy products, and demonstrates the big difference between online reviews of gray privacy products and their consumer descriptions. Originality/value The research lays a solid foundation for future research in gray privacy products. The factors identified in this study provide a practical reference for the continuous improvement of gray privacy products and services.