Web design impact in the satisfaction and non-frustration of users

Abstract

In this paper we aim to investigate the use of web sites. We add an explanatory model from the perspective of design impact in the end-user satisfaction. In this model we identify seven main design factors: functionality, accessibility, findability, usefulness, aesthetics, credibility and usability. They have been categorized as hygienic or motivator according to their orientation towards the prevention of the frustration of use or the satisfaction of use they cause. The usability is the more important of those factors because it has a transversal function in the model: the usability interrelates the rest of design factors. We discuss the importance of each factor in the user experience, depending on the interactive context, and also the utility of analysing satisfaction from both hygienic-motivator dimensions.