A Practical Usability Study Framework Using the SUS and the Affinity Diagram: A Case Study on the Online Roadshow Website


Chan, Ting Chang and Leow, Meng Chew and Ong, Lee Yeng (2022) A Practical Usability Study Framework Using the SUS and the Affinity Diagram: A Case Study on the Online Roadshow Website. Pertanika Journal of Science and Technology, 30 (2). pp. 1439-1455. ISSN 2231-8526

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Online Roadshow has many benefits in promoting a concept or a product to the public. It is a new model with the same purpose as a physical roadshow but with higher scalability and flexibility in terms of time, location, target audience, resource utilization, and data collection capability. However, the prototype implementation of the new model has not been evaluated for its usability. As ISO standards defined, usability has three key elements: effectiveness, efficiency, and satisfaction. The effectiveness and efficiency are highly dependent on the different systems, while satisfaction is measurable by System Usability Scale (SUS). SUS is a quick and easy technique where the usability of a system can be assessed in a short time. However, the result of SUS is only a grading scale, with no information on the problematic areas. Hence, this paper introduces a practical framework that combines the SUS with the Affinity Diagram. With the intention of maintaining the simplicity and elegance of the SUS, an additional open-ended question is asked to assess the usability problem of the website. The proposed practical SUS plus one open-ended-question usability-testing framework was applied to the Online Roadshow website. Since the average SUS score for the Online Roadshow website from the test was relatively low, the Affinity Diagram was used to analyze the open-ended comments from the user. As a result, the practical usability framework identified the usability problems on the Online Roadshow website to assist the developers in improving the usability.

Item Type: Article
Uncontrolled Keywords: Affinity diagram, online roadshow, practical framework, SUS, usability
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions: Faculty of Information Science and Technology (FIST)
Depositing User: Ms Nurul Iqtiani Ahmad
Date Deposited: 04 Jul 2022 01:44
Last Modified: 04 Jul 2022 01:44
URII: http://shdl.mmu.edu.my/id/eprint/10127


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