webinar december 9 factors influencing user satisfaction v1 121206

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


514.612.0511

What is Satisfaction?

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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


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


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5

Satisfaction



Expectations

Ease of use

Perceived utility

Attitude towards IT

Organizational support

Perception of management

Experience

Skills

User involvement


514.612.0511


6

Satisfaction



Expectations

Ease of use

Perceived utility

Attitude towards IT



Experience

Skills

User involvement


514.612.0511


7

Satisfaction



Expectations

Ease of use

Perceived utility

Attitude towards IT



Experience

Skills

User involvement


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.


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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


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Strategies: Training

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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


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Strategies: Post-implementation

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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


514.612.0511

Takeaways

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• 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


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

[email protected]

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webinar december 9 factors influencing user satisfaction v1 121206

Business