Frank Spillers at Demystifying Usability, has an excellent post about the Usability Poster, a visual representation of key factors in building a positive user experience. The poster references the elements in the user experience that have a significant impact on your brand. The article provides links to resources and research associated with each element of the user experience.
The poster is based on research supporting the factors that he defines as "elements that contribute to a positive user experience - Loyalty, Trust, Perceived Credibility, Profitability, Intent to Return, Intent to Purchase, User Satisfaction and Word of Mouth".
Among the links to research studies provided that I found particularly interesting, was one to work compiled by Stanford University's B.J. Fogg - "Stanford Guidelines for Web Credibility." A Research Summary from the Stanford Persuasive Technology Lab. This resource provides a list of 10 guidelines for boosting web credibility that is similar to points that I make during many of my presentations on enhancing your brand through your web site strategy..
All of the information in this posting ties in nicely with a quote that I like to reference and elaborate on about the user experience -
"Whether their web site visit results in a brand building or brand eroding opportunity depends on your visitor's experience on your site"
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