Library > Search > Diagnosis and resolution of a customer-defined satisfaction issue in automotive user controls

Article options

    Login is required to download this article. You can register via the register page.

Diagnosis and resolution of a customer-defined satisfaction issue in automotive user controls

Matthew Pitts , Dr Mark A. Williams

The usability of automotive controls can have a significant impact on the perception of quality of the vehicle and brand, with a subsequent effect on vehicle sales. Customer-derived information points to a lack of satisfaction with current automotive controls, indicating that the affective elements of interaction are not sufficiently considered during the design phase. This paper presents a case study in which a UK-based vehicle manufacturer became aware of a control usability problem affecting two vehicle lines which was defined by customer-derived data. A measurement study was undertaken which highlighted issues with elements of the existing product characteristics and ergonomic design. The relationship between design targets and product performance is discussed with reference to the suitability of specifications to deliver customer satisfaction and methods for utilizing subjective and objective data to generate engineering specifications are explored.


User controls, Usability, Haptics