Cathy Dudek

What is this evasive beast we call user satisfaction

Abstract The notion of ‘user satisfaction’ plays a prominent role in HCI, yet it remains evasive. This exploratory study reports three experiments from an ongoing research program. In this program we aim to uncover (1) what user satisfaction is, (2) whether it is primarily determined by user expectations or by the interactive experience, (3) how user satisfaction may be related to perceived usability, and (4) the extent to which satisfaction rating scales capture the same interface qualities as uncovered in self-reports of interactive experiences. In all three experiments reported here user satisfaction was found to be a complex construct comprising several concepts, the distribution of which varied with the nature of the experience. Expectations were found to play an important role in the way users approached a browsing task. Satisfaction and perceived usability was assessed using two methods: scores derived from unstructured interviews and from the Web site Analysis MeasureMent Inventory (WAMMI) rating scales. Scores on these two instruments were somewhat similar, but conclusions drawn across all three experiments differed in terms of satisfaction ratings, suggesting that rating scales and interview statements may tap different interface qualities. Recent research suggests that ‘beauty’, or ‘appeal’ is linked to perceived usability so that what is ‘beautiful’ is also perceived to be usable [Interacting with Computers 13 (2000) 127]. This was true in one experiment here using a web site high in perceived usability and appeal. However, using a site with high appeal but very low in perceived usability yielded very high satisfaction, but low perceived usability scores, suggesting that what is ‘beautiful’ need not also be perceived to be usable. The results suggest that web designers may need to pay attention to both visual appeal and usability.

An exploration of relations between visual appeal, trustworthiness and perceived usability of homepages

Extremely high correlations between repeated judgments of visual appeal of homepages shown for 50 milliseconds have been interpreted as evidence for a mere exposure effect [Lindgaard et al. 2006]. Continuing that work, the present research had two objectives. First, it investigated the relationship between judgments differing in cognitive demands. Second, it began to identify specific visual attributes that appear to contribute to different judgments. Three experiments are reported. All used the stimuli and viewing time as before. Using a paradigm known to disrupt processing beyond the stimulus offset, Experiment 1 was designed to ensure that the previous findings could not be attributed to such continued processing. Adopting a within-subject design, Experiment 2 investigated the extent to which judgments differing in cognitive demands (visual appeal, perceived usability, trustworthiness) may be driven by the visual characteristics of a Web page. It also enabled analyses of visual attributes that contributed most to the different judgments. Experiment 3 replicated Experiment 2 but using a between-subject design to ensure that no practice effect could occur. The results suggest that all three types of judgments are largely driven by visual appeal, but that cognitively demanding judgments are processed in a qualitatively different manner than visual appeal, and that they rely on somewhat different visual attributes. A model accounting for the results is provided.

User Satisfaction, Aesthetics and Usability

Results from a series of web site studies suggest that the concept of user satisfaction comprises more than perceived aesthetics and usability. Satisfaction was repeatedly found to be a complex construct comprising ‘emotion’, ‘likeability’, and ‘expectation’ as well. A web site very high in appeal but low in usability scored highly on user satisfaction when first encountered. However, when faced with serious problems in a usability test, users’ overall level of satisfaction dropped considerably, but perceived aesthetics remained unchanged. Given the known importance of the first impression for subsequent judgments, our results suggest that user interface designers of e-commerce sites would be well advised to design pretty and usable sites. Designing for user efficiency and effectiveness alone is not enough unless the products and services offered on a web site are unique in the world.

Cultural Congruence and Rating Scale Biases in Homepages

We reanalyzed data from three studies to explore first-impression cultural congruency effects and potential rating scale biases among Canadian and Taiwanese/Chinese participants judging visual appeal of homepages. The objective was to identify variables likely to affect such judgments for future studies in a new research program. Some support was found for both issues and pointers for refinements of future studies were identified.

Emergency Response in Simulated Terrorist Attacks: Usability Lessons Learned

This chapter discusses important and interesting lessons our HCI team have learned from our involvement with the design, development, and evaluation of CBRNE-related projects over the last decade. First, the Medical and Casualty Command Post (MedPost) revealed the importance of providing future users with a plausible scenario allowing them to act out their roles. This provided sufficient information on which to base their part of the user interface. We then address two issues that came to the fore in two further projects. PROBE is a CBRNE management system providing support for police, hazardous materials (hazmat) technicians, and Emergency Medical Services (EMS) teams, and the commercial eXplosives Identification Tool (XIT) aims to transform disparate, often paper-based, information on commercial explosives and articles into a standardized electronic database. Finally, we summarize the “take-away” messages that we believe may be helpful to HCI practitioners facing similar uncertain, often unpredictable, conditions. This chapter discusses important and interesting lessons our HCI team have learned from our involvement with the design, development, and evaluation of CBRNE-related projects over the last decade. First, the Medical and Casualty Command Post (MedPost) revealed the importance of providing future users with a plausible scenario allowing them to act out their roles. This provided sufficient information on which to base their part of the user interface. We then address two issues that came to the fore in two further projects. PROBE is a CBRNE management system providing support for police, hazardous materials (hazmat) technicians, and Emergency Medical Services (EMS) teams, and the commercial eXplosives Identification Tool (XIT) aims to transform disparate, often paper-based, information on commercial explosives and articles into a standardized electronic database. Finally, we summarize the “take-away” messages that we believe may be helpful to HCI practitioners facing similar uncertain, often unpredictable, conditions. Keywords: emergency response, crisis management, CBRNE events, first responders, criminal investigations, explosives materials

Chapter 7 – Emergency Response in Simulated Terrorist Attacks: Usability Lessons Learned

This chapter discusses important and interesting lessons our HCI team have learned from our involvement with the design, development, and evaluation of CBRNE-related projects over the last decade. First, the Medical and Casualty Command Post (MedPost) revealed the importance of providing future users with a plausible scenario allowing them to act out their roles. This provided sufficient information on which to base their part of the user interface. We then address two issues that came to the fore in two further projects. PROBE is a CBRNE management system providing support for police, hazardous materials (hazmat) technicians, and Emergency Medical Services (EMS) teams, and the commercial eXplosives Identification Tool (XIT) aims to transform disparate, often paper-based, information on commercial explosives and articles into a standardized electronic database. Finally, we summarize the “take-away” messages that we believe may be helpful to HCI practitioners facing similar uncertain, often unpredictable, conditions. This chapter discusses important and interesting lessons our HCI team have learned from our involvement with the design, development, and evaluation of CBRNE-related projects over the last decade. First, the Medical and Casualty Command Post (MedPost) revealed the importance of providing future users with a plausible scenario allowing them to act out their roles. This provided sufficient information on which to base their part of the user interface. We then address two issues that came to the fore in two further projects. PROBE is a CBRNE management system providing support for police, hazardous materials (hazmat) technicians, and Emergency Medical Services (EMS) teams, and the commercial eXplosives Identification Tool (XIT) aims to transform disparate, often paper-based, information on commercial explosives and articles into a standardized electronic database. Finally, we summarize the “take-away” messages that we believe may be helpful to HCI practitioners facing similar uncertain, often unpredictable, conditions. Keywords: emergency response, crisis management, CBRNE events, first responders, criminal investigations, explosives materials

Emergency Response in Simulated Terrorist Attacks

This chapter discusses important and interesting lessons our HCI team have learned from our involvement with the design, development, and evaluation of CBRNE-related projects over the last decade. First, the Medical and Casualty Command Post (MedPost) revealed the importance of providing future users with a plausible scenario allowing them to act out their roles. This provided sufficient information on which to base their part of the user interface. We then address two issues that came to the fore in two further projects. PROBE is a CBRNE management system providing support for police, hazardous materials (hazmat) technicians, and Emergency Medical Services (EMS) teams, and the commercial eXplosives Identification Tool (XIT) aims to transform disparate, often paper-based, information on commercial explosives and articles into a standardized electronic database. Finally, we summarize the “take-away” messages that we believe may be helpful to HCI practitioners facing similar uncertain, often unpredictable, conditions. This chapter discusses important and interesting lessons our HCI team have learned from our involvement with the design, development, and evaluation of CBRNE-related projects over the last decade. First, the Medical and Casualty Command Post (MedPost) revealed the importance of providing future users with a plausible scenario allowing them to act out their roles. This provided sufficient information on which to base their part of the user interface. We then address two issues that came to the fore in two further projects. PROBE is a CBRNE management system providing support for police, hazardous materials (hazmat) technicians, and Emergency Medical Services (EMS) teams, and the commercial eXplosives Identification Tool (XIT) aims to transform disparate, often paper-based, information on commercial explosives and articles into a standardized electronic database. Finally, we summarize the “take-away” messages that we believe may be helpful to HCI practitioners facing similar uncertain, often unpredictable, conditions. Keywords: emergency response, crisis management, CBRNE events, first responders, criminal investigations, explosives materials