Resnick, M. L., & Sanchez, J. (2004). Effects of organizational scheme and labeling on task performance in product-centered and user-centered retail web sites. Human Factors, 46(1), 104-117.

Resnick, M.; Sanchez, J.

2004

Resnick, M. L., & Sanchez, J. (2004). Effects of organizational scheme and labeling on task performance in product-centered and user-centered retail web sites. Human Factors, 46(1), 104-117.

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As companies increase the quantity of information they provide through their Web sites, it is critical that content is structured with an appropriate architecture. However, resource constraints often limit the ability of companies to apply all Web design principles completely. This study quantifies the effects of two major information architecture principles in a controlled study that isolates the incremental effects of organizational scheme and labeling on user performance and satisfaction. Sixty participants with a wide range of Internet and on-line shopping experience were recruited to complete a series of shopping tasks on a prototype retail shopping Web site. User-centered labels provided a significant benefit in performance and satisfaction over labels obtained through company-centered methods. User-centered organization did not result in improved performance except when the label quality was poor. Significant interactions suggest specific guidelines for allocating resources in Web site design. Applications of this research include the design of Web sites for any commercial application, particularly E-commerce.

Organizational scheme did not have the widespread effect on user performance that was expected. This study found little or no effect attributable to site organization. Organizational scheme had no significant effect on the completion time of the task. Its effect on the number of errors, number of clicks, and user satisfaction was limited to the sites with poor labels, and in these cases the result was the opposite of that suggested by the design guideline.

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