Evaluating UX: Satisfaction

November 26, 2014In Usability4 Minutes

Companies are constantly looking for ways to improve their current user experience plan and increase positive relationships with clients and users. But how can they determine if their current plan works or what they should change (if anything)?

Three points measure the user experience in a way that will allow organizations to test for usability success. In the previous blog posts, we discussed Effectiveness and Efficiency – today, we will go in-depth about Satisfaction, how users enjoy using the system and the set of subjective responses a viewer may have when interacting with it.


Of course, many elements are taken into consideration when optimizing customer satisfaction. Anticipating and mitigating errors are at the forefront, ensuring that the experience runs smoothly and error-free for the consumer. Placing constraints allows the user to adjust their behavior to continue with their intended action, and adding helpful error messages can tactfully inform users about the context (explaining why the error occurred) and the solution to correct the problem.

Brainstorming from the beginning of the website design process and communicating with the intended audience will bring an organization ahead early. By analyzing and conferring with the market, you improve the prospect of designing a product or website that will appeal to many audiences immediately, at most needing less modification than if no research at all was conducted. This allows you to learn who your users are, what they want to accomplish within your website, and what information and interaction they are searching for. By starting the conversation early, all parties will be fully updated about your organization’s purpose and vision and set a precedent of professionalism.


Designers and creative thinkers must strategically examine usability from all aspects, running through the interface from the consumer’s perspective. Even simple details like the size of any buttons or calls-to-action are especially important within a mobile context that will need to incorporate a touch component.

Secure the user’s interaction with the website, making it as simple as possible – construct the system so that the process is smooth from the user’s perspective, as it picks up any slack and takes any complexity into account. Users also respond positively to familiarity, learning a new format easily if it embraces recognizable design and navigation. Since they will not have to invest additional time learning how to navigate your software, their decision time will quicken, and overall satisfaction will improve.


A common system used to measure user satisfaction with websites is the System Usability Scale (SUS). The scores range from 0 (very little satisfaction) to 100 (very high satisfaction), and the average tends to hover around 65 or 70.

Take surveys and speak directly to consumers to obtain crucial feedback to measure satisfaction straight from the source. Showing your audience that you genuinely value their input in your production will increase their connection to your brand and make them feel free to recommend any improvements you may not have seen from the development perspective. Keeping the relationship open with easily-flowing interaction while adding the aspects of Effectiveness and Efficiency will add to Satisfaction and ensure that the web usability is at its most appealing and functional state.

A person logging into their laptop.

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