Usability of Configuration Systems in Design by Customer Web Sites

Abstract

This paper presents the usability findings of designing a cell phone online using a prototype configuration system to support mass customization. Two configuration systems were compared, one with 2-dimensional graphics, and the other with 3D virtual prototypes. Usability is measured on the effectiveness of the system in supporting Design by Customer activity and enhancing user satisfaction. About sixty subjects participated in the experiment. A matched between-subjects design was used with half of the subjects assigned randomly to the 2D configuration system and the remaining half to the 3D system. Their behavior was recorded on video, and they completed a usability questionnaire at the end of the session. The ANOVA results on web site features showed that designing a cell phone online induces the same pleasure to subjects irrespective of the system type. But the user satisfaction results indicated that the 3D system is more satisfying than the 2D system, suggesting that the use of 3D virtual prototypes increases satisfaction as it represents the real world environment that enables users to view and visualize the product directly. A flexible design procedure is also critical in increasing user satisfaction.

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