In e-commerce, customers have become Information System users. In this environment of non-mandatory usage, remote, untrained users need to quickly feel comfortable and satisfied with a site encounter. Throughout the literature for four decades, a commonly cited factor pertaining to system success has been user participation in the systems development process. Among other things this is likely to lead to increased user satisfaction and the perceived usefulness of the application. This study surveys project leaders regarding customer participation in e-commerce development activities. The business need for a rewarding customer experience on an e-commerce site would suggest customer input would substantially influence the site design. The study finds that although participation by customers in developmental activities is occurring, it is having little influence on the design of the site.
Terry, Julian and Standing, Craig, "The Impact Of User Participation In E-Commerce Developments On System Success: A Project Manager’s Perspective" (2003). ACIS 2003 Proceedings. Paper 99.