A acomodação da diversidade de perfil de usuários no projeto de interface de sistemas é um problema freqüente nas atividades do projetista da interação homem-computador. Conseqüentemente, o usuário encontra barreiras ao utilizar interfaces que não foram produzidas para o seu perfil. Este trabalho apresenta uma solução, destinada aos projetistas de famílias de sistemas interativos, para a acomodação e expressão da diversidade por meio da criação e uso de padrões de interface em camadas de personas - as PICAPs. Neste conceito, os padrões de interface apóiam o projetista no direcionamento de soluções, pois representam um problema recorrente e uma solução abstrata para o problema, de tal modo que esta solução pode ser aplicada em várias instâncias diferentes do mesmo problema. As personas apóiam a caracterização dos perfis dos usuários que são foco do projeto de interface, possibilitando que o projetista aplique soluções de interface de acordo com o usuário. O conceito foi aplicado no contexto de governo eletrônico, pois tais sistemas devem ser usáveis por todos, em distinção de qualquer natureza, sendo assim um exemplo da necessidade de se considerar a diversidade. Uma pesquisa com 25 projetistas foi feita para avaliação da aplicabilidade do conceito. / Accommodating users\' profile diversity in systems interface projects is a frequent problem for the human computer interface designer. Therefore, his/her user is faced with barriers in the use of interfaces which were not designed for his/her profile. This work presents a solution for expressing and accommodating users\' diversity, which is useful for the HCI designer, especially for those who design families of products. PICAPS are interface design patterns with layers indexed by personas. The interface design patterns support the designer in employing proven solutions, for they represent a recurrent problem and its abstract solution in such a way that this solution can be applied to different instantiations of the same problem. PICAPs are structured in multiple layers to make possible the users\' diversity accommodation. The layers are indexed by personas as user\'s characterization resource. This concept has been applied to electronic government services, because such systems should be usable by any citizen and therefore are a good example of the user diversity problem. A field research with 25 designers has been performed to check the concept´s applicability.

A acomodação da diversidade de perfil de usuários no projeto de interface de sistemas é um problema freqüente nas atividades do projetista da interação homem-computador. Conseqüentemente, o usuário encontra barreiras ao utilizar interfaces que não foram produzidas para o seu perfil. Este trabalho apresenta uma solução, destinada aos projetistas de famílias de sistemas interativos, para a acomodação e expressão da diversidade por meio da criação e uso de padrões de interface em camadas de personas - as PICAPs. Neste conceito, os padrões de interface apóiam o projetista no direcionamento de soluções, pois representam um problema recorrente e uma solução abstrata para o problema, de tal modo que esta solução pode ser aplicada em várias instâncias diferentes do mesmo problema. As personas apóiam a caracterização dos perfis dos usuários que são foco do projeto de interface, possibilitando que o projetista aplique soluções de interface de acordo com o usuário. O conceito foi aplicado no contexto de governo eletrônico, pois tais sistemas devem ser usáveis por todos, em distinção de qualquer natureza, sendo assim um exemplo da necessidade de se considerar a diversidade. Uma pesquisa com 25 projetistas foi feita para avaliação da aplicabilidade do conceito. / Accommodating users\' profile diversity in systems interface projects is a frequent problem for the human computer interface designer. Therefore, his/her user is faced with barriers in the use of interfaces which were not designed for his/her profile. This work presents a solution for expressing and accommodating users\' diversity, which is useful for the HCI designer, especially for those who design families of products. PICAPS are interface design patterns with layers indexed by personas. The interface design patterns support the designer in employing proven solutions, for they represent a recurrent problem and its abstract solution in such a way that this solution can be applied to different instantiations of the same problem. PICAPs are structured in multiple layers to make possible the users\' diversity accommodation. The layers are indexed by personas as user\'s characterization resource. This concept has been applied to electronic government services, because such systems should be usable by any citizen and therefore are a good example of the user diversity problem. A field research with 25 designers has been performed to check the concept´s applicability.

I takt med att samhället digitaliseras och webbaserade företag allt mer inser vikten av användarvänlighet söker människor bekvämligheter och högre krav på den digitala upplevelsen. Syftet med studien var att utveckla kunskap om och förståelse för hur faktorer inom användarupplevelse kan påverka köpintentionen i ett köpflöde, och huruvida detta kan resultera i ökad kundtillfredsställelse inom e-handel. Vidare var syftet att empiriskt påvisa hur gränssnittsmönster kan gynna en köpintention och därmed skapa en ökad kundtillfredsställelse. I tillägg till att införskaffa den mer substantiella kunskapen om detta område hade studien även som syfte att ta fram ett gränssnitt som gjorde det möjligt att påvisa resultatet av studien. För att besvara frågeställningen utfördes en kvalitativ och en kvantitativ undersökning med två urvalsgrupper. Utöver datainsamling utfördes även en litteraturstudie vars syfte var att presentera relevant forskning inom området. Teorin IS Success model användes i studien, där de sex faktorerna som mäter prestandan för informationssystem har använts och analyserats. Där påvisades att informationskvalitet, systemkvalitet och servicekvalitet påverkar användarintentionen, användningen samt kundtillfredsställelsen. Detta i sin tur påverkar systemets nytta vilket återigen påverkar kundtillfredsställelsen samt om upplevelsen är positiv eller negativ. Om webbplatsen erbjuder kvalitet i form av ovan nämnda variabler kan det resultera i ett upplevt flöde vilket i sin tur resulterar i tillfredsställelse. God systemnytta och användarupplevelse kan då bidra till att en användare upplever ett flöde vilket i sin tur kan resultera i en köpintention. Resultatet av studien visar på att ett optimerat köpflöde kan åstadkommas genom att ta fram gränssnittsmönster som är baserade på användaren samt deras behov och önskemål i den aktuella kontexten. För att uppnå ett upplevt flöde på en e-handel krävs att användaren inte avbryts i sin koncentration, som orsakas av att gränssnittet inte är tydligt för användaren. Detta i sin tur är en direkt påverkan på köpintentionen. Studien resulterade i ett gränssnitt som kunde påvisa en mätbar ökning av kundtillfredsställelse, vilket besvarade frågeställningen. / As society is becoming more digitalized and web-based, companies increasingly understand the importance of user-friendliness. From a user’s perspective they are looking for amenities and have higher expectations with their digital experience. The purpose of this study was to develop knowledge and understanding of how factors in user experience can influence the purchase intention within a purchase flow, and whether this can result in increased customer satisfaction in e-commerce. Furthermore, the purpose was to empirically demonstrate how interface designs can favor a purchase intention and thus create increased customer satisfaction. In addition to acquiring the more substantial knowledge about this area, the study also aimed to develop an interface that made it possible to demonstrate the results of the study.   To answer the research question, a qualitative and a quantitative survey was conducted with two sample groups. In addition to data collection, a literature study was also conducted with the aim of presenting relevant research within the area. The IS Success model theory has been used in the study where the six factors that measure the performance of information systems have been used and analyzed. It was shown that information quality, system quality, and service quality affect user’s objectives and customer satisfaction. This, in turn, affects the benefits of the system, which affects customer satisfaction and whether the experience is positive or negative. If the site offers quality in the form of the aforementioned variables, then it can result in a perceived flow which in turn leads to a satisfactory experience. Good system utility and user experience can contribute to the user experiencing a flow which may result in a purchase intention. The results of the study showed that an optimized purchase flow can be achieved by developing user-based interface patterns as well as their needs and desires in the current context.   To achieve a perceived flow in an e-commerce, the user must not be interrupted to help maintain their concentration, which is disrupted if the interface is not clear to the user. This in turn has a direct impact on the purchase intention. The study resulted in an interface that proves a measurable increase in customer satisfaction, which ultimately answered the hypothesis.