A user-centered framework for website evaluation

Karmokar, S
Singh, H
Tan, F. B.
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Conference Contribution
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Association for Information Systems (AIS)

The growth of the Internet has encouraged the creation of visually rich and perceptual interfaces on personal computers and mobile devices. Organisations develop websites for various purposes, and over time, the features and functions of websites have evolved significantly. Since website quality affects organisational performance, it is important to be able to assess the efficacy of websites. However, there are two key issues with the literature on website evaluation: a) a focus on specific aspects of website performance, not their overall impact, and b) limited attention on their ability to meet the broader needs of users, beyond usability and functionality, such as their social and emotional concerns. This paper uses design science to develop a theoretically grounded evaluation framework for this purpose. Drawing on Shneiderman (1998) and Brown (1999), the framework proposes that website evaluation should triangulate information from two sources (users and experts) and using different methods (task analysis with users, in-depth interview with users and expert reviews). The framework is applied in a website development project, and the results are discussed.

User centred design , Website Evaluation techniques , User task analysis , Expert review analysis , Customer experience
2013 International Conference on Information Resources Management, Natal, Brazil, 2013-05-22 to 2013-05-24, published in: Proceedings of the 2013 International Conference on Information Resources Management
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NOTICE: this is the author’s version of a work that was accepted for publication. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in (see Citation).