Three factors were established on a literature review and a validation oriented single embedded case
study: aesthetic appeal, layout and functionality, and perceived security. In total 44 design rules were
placed under these factors that were coupled to the applicable consumer decision making process
stages of search for information, evaluation of alternatives and choice / purchase. The final model is
depicted in Table 7.1 at the end of the next chapter.
With regards to the e-servicescape factor visual appeal, the main conclusion was drawn that
originality is not a necessity and that it is more important to provide a design that adheres to
consumers’ expectations based on (existing) brand values and that flows fluently from homepage to
checkout. Furthermore the importance of product images was stated several times as it can provide
context to images and can even transfer emotions and feelings regarding a web shop and specific
products. Although not researched often in the past, the role of product photography appears to be one
of vital importance to the success of a web shop. More specifically even, discussion focussed towards
the effect on conversion rates of using product photography displayed on models.