webinar december 9 factors influencing user satisfaction v1 121206
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The 9 Factors Influencing User Satisfaction
Presented by Simon Chapleau
December 19th, 2012
www.simonchapleau.com
514.612.0511
Agenda
• What is satisfaction
• The nine factors that influence satisfaction
• Strategies to build satisfaction from the beginning
www.simonchapleau.com
514.612.0511
What is Satisfaction?
3
Satisfaction is the difference between the service delivered and the service expected.
Leve
l of
serv
ice
Leve
l of
serv
ice
Service delivered
Service expected
Service expected
Service delivered
Δ positive = satisfaction
Δ negative = dissatisfaction
www.simonchapleau.com
514.612.0511
Factors Influencing User Satisfaction
4
Satisfaction
Organizational Support
Perceived Benefits User base
Job-related benefits that the individual user believes will follow through the use of an
IT system
Reflect an organization's readiness to use IT
Indicators of an individual user's propensity to use IT
systems
www.simonchapleau.com
514.612.0511
Factors Influencing User Satisfaction
5
Satisfaction
Organizational Support
Perceived Benefits User base
Expectations
Ease of use
Perceived utility
Attitude towards IT
Organizational support
Perception of management
Experience
Skills
User involvement
www.simonchapleau.com
514.612.0511
Factors Influencing User Satisfaction
6
Satisfaction
Organizational Support
Perceived Benefits User base
Expectations
Ease of use
Perceived utility
Attitude towards IT
Organizational support
Perception of management
Experience
Skills
User involvement
www.simonchapleau.com
514.612.0511
Factors Influencing User Satisfaction
7
Satisfaction
Organizational Support
Perceived Benefits User base
Expectations
Ease of use
Perceived utility
Attitude towards IT
Organizational support
Perception of management
Experience
Skills
User involvement
www.simonchapleau.com
514.612.0511
Impact de chacun des facteurs
8
Le facteur de satisfaction le plus important est l’implication des usagers dans le développement.
L’implication peut-être active ou passive.
www.simonchapleau.com
514.612.0511
Strategies: Planning
9
User involvement from the very beginning is key to set the right expectations.
Measure
Job requirements
Set expectations
• Measure satisfaction with current system• Prevents “The old system was much faster / better / easier
to use!”
• Identify job performance factors (speed, accuracy, information availability, etc.)
• Process VS employee, balance of both
• Ease of use VS speed• Recurring VS sporadic tasks• Involve users
www.simonchapleau.com
514.612.0511
Strategies: Training
10
Training should be focused on setting realistic expectation of the usefulness of the system and it’s ease of use (or lack of).
Audit user skills
Train the users
Set expectations
• Audit and train end-user skills prior design• Assess basic skills level• Upgrade before documenting requirements (don't know what we don't
know)
• Theory (This works great!) VS Practice (But…)• Don't neglect basic skills
• Set expectations through real-world experience• Game-based training (problem-based) works best• Don't neglect basic skills
www.simonchapleau.com
514.612.0511
Strategies: Post-implementation
11
Support in this stage will make the difference between productive and casual users.
Support
Commit
Train
• Be ready for influx of support requests• Expand SLA to meet challenges
• Managers need to play cheerleader role (or enforcer role)• Management commitment should not waver
• Help users through the learning curve• Help them drive more utility for their daily work
www.simonchapleau.com
514.612.0511
Takeaways
12
• Satisfaction is largely defined by the expectations of the users
• User involvement is key to setting the right expectations
• Projects / services should focus on user specific job performance needs, not just on process
• Satisfaction doesn’t mean saying yes to everything
www.simonchapleau.com
514.612.0511
Next webinars
13
• January 23rd : Strategies to measure satisfaction
• February 20th : Manage IT as a service
• March 20th : Balancing costs and satisfaction
www.simonchapleau.com514.612.0511
Thank You!
For any questions:
514.612.0511 ext 101
simon@simonchapleau.com
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