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The digital landscape has undergone significant changes in recent years, with the COVID-19 pandemic further accelerating this shift. According to Fitzpatrick et al. (2020), the pandemic prompted many organizations to expedite their digital transformation efforts to avoid falling behind competitively. This global crisis has pushed organizations and individuals toward digital transformation, emphasizing the need for self-service portals (SSPs) as essential tools for remote engagement (Datta & Nwankpa, 2021).
As organizations rushed to adapt to the new digital reality, the importance of user-friendly SSPs became evident. These portals allow users to access services and perform tasks independently, minimizing the need for in-person interactions (Meuter et al., 2000). With the surge in demand for digital services during the pandemic, SSPs played a crucial role in facilitating remote transactions and interactions (Datta & Nwankpa, 2021).
Because usability encompasses effectiveness, efficiency, and satisfaction, it plays an important role in providing a good user experience (UX; International Organization for Standardization; Lamberz et al., 2018). Speicher (2015) described usability as a subset of usability quality and identifies user-friendliness as a critical factor in determining a website’s usability. As a result, one of the primary strategic goals for SSP stakeholders should be to comprehend and evaluate SSP usability.
Despite the substantial research on digital tools’ usability, especially in e-commerce, there is a gap when it comes to employee-focused platforms like SSPs (Kazemi et al., 2022; Scherer et al., 2015). The urgency for SSPs that cater to nontechnical users has become more evident post-pandemic, highlighting a research need for platforms within a work environment, considering their unique needs and expectations.
The significance of this research lies in its aim to refine SSP usability to accommodate a diverse range of users, thereby advancing organizational productivity and user satisfaction (Considine & Cormican, 2016; Hacker et al., 2020). Through an iterative design process informed by user feedback and usability testing, we sought in this paper to contribute to the ongoing dialogue in informatics on enhancing digital platforms’ effectiveness. Our research investigating an SSP of a Swedish university examined the factors that can influence the UX and perception of an SSP. Specifically, we pose the following research questions (RQs):
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RQ1: What are the factors that can influence the UX and perception of the SSP?
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RQ2: What are the key determinants of the utilization of an SSP?
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RQ3: What are the user preferences and suggestions for improving the design of an SSP?
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Scherer et al. (2015) stressed the importance of a user-centric approach in enhancing user satisfaction and productivity. Usability is measured through methodologies such as expert analysis and user testing, in line with principles proposed by Ardito et al. (2005) and Shackel (2009). These methodologies aim to comprehend nuanced factors influencing system navigation and use. Albert and Tullis (2013) highlighted the significance of usability assessment in providing user task support without undue complexity, thereby enhancing satisfaction with technology. Measuring UX metrics is crucial for evaluating product usability and ensuring user satisfaction; Albert and Tullis (2013) offered a comprehensive set of metrics that illuminate different facets of usability. Key metrics, such as task success, user satisfaction, and errors, help assess effectiveness, efficiency, and user satisfaction. Factors influencing website usability, beyond design and UX, encompass previous research limitations and various design types impacting user satisfaction.