Mapping product usability

It is not sufficient for firms to deliver products that have technical excellence. Products should be easy to use and fit in with the work practices, activities and context of the consumer. Product usability is now recognized as a critical dimension of product quality. Product usability is defined by product attributes that address the physical, cognitive and emotional needs of intended users. Based on a database of documented real‐world customer experiences with manufactured products in use, this research maps the categories of product usability using an affinity diagram. The resulting affinity diagram and the insights it provides can help managers design products that better meet the needs of their customers. Limitations of the study and the implications of its findings are also discussed.