Purpose The purpose of this paper is to investigate the impact of symbolic product information (symbolic product design) on consumers’ perceived brand evaluations. In an experimental setting, the authors consider as key factors the congruence between symbolic product design and product category, the level of product involvement as well as brand strength. Design/methodology/approach In an experiment of 490 participants, consumers are confronted to different symbolic product designs connotations. Based on the cognitive process model “SARA” (selective activation, reconstruction and anchoring), the authors examined how symbolic product design associations are used as heuristics in the working memory when making brand judgement. Findings The results show that product design associations are used in consumers’ information processing as anchor for brand evaluations. This effect is stronger if symbolic design associations are incongruent to the product category because of consumers’ deeper elaboration process. Furthermore, the impact of symbolic product design is higher for weak compared to strong brands. Research limitations/implications This research supports the cognitive process model “SARA” being an appropriate foundation explaining the effects of symbolic product design. Further research should extend this experiment, using a field study in a more realistic setting and/or a choice situation between different alternative product designs at the point of sale. Furthermore, the consumers’ elaboration process should be manipulated differently, e.g. in a mental load condition. Practical implications Symbolic product design is important to enhance brand association networks in the consumers’ mind, particularly if the brand is weak. Marketers should use incongruent symbolic product information to differentiate from competitors who use “stereotype” product designs. Originality/value Research about product design in the marketing discipline is still limited. The authors analyse the impact of symbolic product design on brand evaluations in an experimental setting of 490 respondents in four product categories. The findings support that consumers use product design as heuristics to evaluate brands.

Das Internet wandelt sich zusehends zu einem Massenmedium. Es wird kLinftig zu einer ernst zu nehmenden Konkurrenz zu den klassischen Vertriebswegen. Um in dem Dickicht des Internets bestehen zu k6nnen, mLissen Unternehmen ihren Auftritt sozialtechnisch wirksam gestalten. In diesem Beitrag werden aufbauend auf nutzerspezifischen Merkmalen, einer Analyse der Produkteignung, wichtigen Gestaltungsoperatoren eines Verkaufauftritts und einem verhaltenswissenschaftlichen Kommunikationsmodell Erkenntnisse und Handlungsempfehlungen zur kundenorientierten Gestaltung eines Verkaufauftritts abgeleitet.