Knowledge Base Repository
In addition to research papers, the Design Society is developing several valuable resources for those interested in the study of design. These include a repository of PhD theses, a library of case studies and transcripts of design activities, and an archive of our newsletters. Please note that these resources are accessible exclusively to Design Society members.
PRODUCT PROFILE TO REDUCE CONSUMER DISSATISFACTION IN TERMS OF SOFT USABILITY PROBLEM AND DEMOGRAPHICAL FACTORS: AN EXPLORATORY STUDY
Kim, Chajoong; Christiaans, Henri
Type:
Year:
2011
Editor:
Culley, S.J.; Hicks, B.J.; McAloone, T.C.; Howard, T.J. & Badke-Schaub, P.
Author:
Series:
ICED
Section:
Human Behaviour in Design
Page(s):
458-467
Abstract:
As consumer electronic products have increased in complexity and users of those products are still from a broad variety of the population, new complaints related to product usability are identified. Consumer dissatisfaction is increasingly caused by soft usability problems they experience, problems that have nothing to do with technical failure. This phenomenon bothers companies of electronic products because it will probably lead to a decrease of brand loyalty. Therefore, the paper explores the relationship between soft usability problems, demographical factors and product attributes through a survey of 102 users from the Netherlands and South Korea. The results reveal that product profiles in terms of product complexity and product intimacy are related with specific soft usability problems and some demographical factors. This finding implies that a product profile can be a useful source of understanding problems experienced with them. Moreover, it can help preventing usability problems leading to an increase of consumer satisfaction and brand loyalty.
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