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User Perspectives and Usability Insights in a Self-Service Portal
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Author(s): Mehrnaz Matloobtalab (Linnaeus University, Sweden)and Mexhid Ferati (Linnaeus University, Sweden)
Copyright: 2025
Volume: 15
Issue: 1
Pages: 24
Source title:
International Journal of Web Portals (IJWP)
Editor(s)-in-Chief: Xianrong (Shawn) Zheng (Department of Information Technology and Decision Sciences, Old Dominion University, Norfolk, USA)
DOI: 10.4018/IJWP.372057
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Abstract
In the era of digital transformation, the need for more efficient self-service technologies has increased, particularly after the COVID-19 pandemic, which highlighted the importance of reducing physical interactions. Although there is research on commercial self-service technologies, there is a shortage in studies focusing on self-service portals designed exclusively for internal use within an academic organizational environment. This study aims to address this gap by examining the usability of a self-service portal in a university in Sweden. The study adopts a mixed-methods approach, incorporating data collection techniques such as cognitive walkthrough, usability testing and semi-structured interviews. In addition, a system usability scale and interaction log file data were used to understand user behavior and satisfaction. Findings reveal important factors influencing the user experience, which are further materialized into design guidelines aiming to enhance the usability of the self-service portals.
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