User satisfaction is often not studied in detail. It is usually just referred to in a paper or article. I am guilty of that, as is Jakob Nielsen in his writings.
"Two important aspects of the overall consumer satisfaction are: (i) the level of satisfaction associated with the final chosen product (e.g., Day, 1984; Spreng et al., 1996), and (ii) the level of satisfaction associated with the purchasing process (e.g., Arnould and Price, 1993; Oliver, 1993). The former has been referred to as the product satisfaction and the latter has been referred to as the process satisfaction. The product satisfaction can be measured in two aspects: (i) a holistic satisfaction towards a chosen product (Spreng et al., 1996) and (ii) the specific levels of satisfaction towards the product attributes (Oliver, 1993). A typical means to evaluate product satisfaction is to measure rated consumers’ affective responses to the selected products (Cole and Balasubramanian, 1993; Westbrook, 1987; Mano and Oliver, 1993; Westbrook and Oliver, 1991)".
Another excellent study that shows the link of user satisfaction to perception of pleasure and emotional aspects of a design (aka Emotion Design- my earlier post), too long to quote... "A systematic approach for coupling user satisfaction with product design" by Han, Sung and Hong, Sang in Ergonomics (2003) v 46. no 13/14.
Word of Mouth
"Jupiter Communications reports that word-of-mouth is second
only to a strong offline brand in building consumer trust.
Almost half of consumers surveyed by Jupiter, cite word-of-
mouth as a key influence in their online shopping habits...
The average U.S. adult online shopper now tells about 12
other people including family, friends, relatives and
co-workers about their online shopping experiences.Contrast this to the average of nine people who hear rave movie reviews or six who are told about great restaurants".
Reported May 27, 1999, Iconocast
"Word-of-Mouth expands the purchase cycle. Word-of-Mouth impacts customer value. Post-purchase actions drive evangelism. Advertising vs. Word-of-Moth "When Consumers Control the Message: When Real People are the Biggest Advertisers". Dave Evans et. Al. 2005, Word of Mouth Marketing Association conference slides. More info at the Word of Mouth organization: WOMMA
"A recent survey by Opinion Research discovered that online shopping escapades start more tongues wagging than either movies or restaurants". Latest research (2006) on Word of Mouth impact: http://jcmc.indiana.edu/vol11/issue4/sun.html
About the Poster Project
I am really happy how the poster turned out! Bryce Glass and I collaborated on this together. I was impressed by his earlier efforts to illustrate a "Flickr user model". Bryce's mastery of Illustrator is note-worthy, even if you think the poster is cluttered (If you do, take your time with it and don't take it too seriously- it's an inspiration piece).
How the poster was made
Users were interviewed, Bryce's earlier design was analyzed for what works and what doesn't work. We learned a lot from each other about visual design and the usability of flows... and the result is what you see above.
We have had some interesting feedback from users on Flickr:
"Great work, printed it out and it's up in the hallway of our UX group!" (fotografik)
"Suitable for poster-size printing and hanging in our development team area!" (Greg Bernhardt)
"I can only say: "WOW!" :-)" (szymonw)
This lead me to have the poster printed out to help teams evangelize usability! (production and design costs were paid for by my company, Experience Dynamics).
The point of the poster is to provide a learning piece (currently used by over a dozen universities throughout the world) and inspiration to design and development teams. Having this type of collateral on your wall might cause someone to actually pay closer attention to your efforts ;-)
This poster is an upgrade, if you will, to the UPA poster that hung on walls in team areas where I worked in the past and also the little IBM posters that you see around people's cubes.
Translations of the Poster
If you are interested in translating this poster, I will send you a free printed English version;-) (Inquire about poster translation). Since putting this shout out a few weeks ago, many people have expressed interest in translation- the result is below.
Download a free translation of this poster in the following languages: (see bottom left for latest additions)
French
Dutch
Spanish
Bulgarian
Swedish
Portuguese (Brazilian)
Chinese (Simplified)
Danish
Arabic
Greek
German
Coming soon: Turkish, Polish, Hebrew, Portuguese, Russian.
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