The book “Emotional Design” by Don Norman talks about seamless message flow between the designer and end user for a truly successful product design.
The conceptual design of the designer should resonate with the mental view of the end user of the product for the product to be a grand success.
The way this message gets communicated has been mentioned as the system image. A truly great product would involve a proper prototype thorough testing and redesign in an iterative manner.
A truly illuminating concept brought out by the author linking human brain’s perception of a product.