Communicative criteria for usability evaluation: experiences from analysing an e-service

Today we are primarily using computers for communication. We communicate via computers as professionals and at our spare time. One growing context of computer use is when we as citizens communicating with authorities. This paper suggests communication criteria for evaluation of public e- services. The suggested criteria are derived from a communication perspective and applied in a case study for evaluation of an e-service. Communication between authorities and citizens are often communication intensive and consequently conditions and consequences of communication should be evaluated. The aim of the suggested communication criteria is to be a complement to established traditional usability criteria.

[1]  J. Habermas.  Theory of Communicative Action , 1981 .

[2]  J. Austin.  How to do things with words , 1962 .

[3]  Stefan Cronholm,et al.  Design criteria for public e-services , 2009, ECIS.

[4]  Geoff Walsham,et al.  Interpreting Information Systems in Organizations , 1993 .

[5]  Yvonne Rogers,et al.  Interaction Design: Beyond Human-Computer Interaction , 2002 .

[6]  Dennis Wixon,et al.  Book review: PRINCIPLES AND GUIDELINES IN SOFTWARE USER INTERFACE DESIGN by Deborah J . Mayhew (Prentice Hall, 1992) , 1993, SGCH.

[7]  Göran Goldkuhl,et al.  Characteristics of Public E-services: Investigating the E-diamond Model , 2006, PragWeb.

[8]  B. Schneirdeman,et al.  Designing the User Interface: Strategies for Effective Human-Computer Interaction , 1998 .

[9]  Austin Henderson,et al.  Interaction design: beyond human-computer interaction , 2002, UBIQ.

[10]  Jens Rasmussen,et al.  Cognitive Systems Engineering , 2022 .

[11]  Pär J. Ågerfalk.  Information Systems Actability: Understanding Information Technology as a Tool for Business Action and Communication , 2003 .

[12]  Virpi Roto,et al.  Understanding, scoping and defining user experience: a survey approach , 2009, CHI.

[13]  Clayton Lewis,et al.  Designing for usability—key principles and what designers think , 1983, CHI '83.

[14]  Leslie P. Willcocks,et al.  IT Evaluation Revisited: Plus ça Change ..... , 2001 .

[15]  Ben Shneiderman,et al.  Designing trust into online experiences , 2000, CACM.

[16]  Michael J. Muller,et al.  Methods & tools: participatory heuristic evaluation , 1998, INTR.

[17]  Göran Goldkuhl.  Pragmatic Qualities of Information Systems : Actability Criteria for Design and Evaluation , 2009, ICISO 2009.

[18]  Aline Chevalier,et al.  Web site designs: Influences of designer's expertise and design constraints , 2003, Int. J. Hum. Comput. Stud..

[19]  Michael Sherwood-Smith,et al.  Maximise information systems value by continuous participative evaluation , 1999 .

[20]  Karel Vredenburg,et al.  A survey of user-centered design practice , 2002, CHI.

[21]  Jakob Nielsen,et al.  Heuristic Evaluation of Prototypes (individual) , 2022 .

[22]  J. Habermas,et al.  The Theory of Communicative Action, Vol. 1, Reason and the Rationalization of Society , 1986 .

[23]  Jessica Santos.  E‐service quality: a model of virtual service quality dimensions , 2003 .

[24]  F. Inglis.  How To Do Things With Words. , 1971 .

[25]  Jan L. G. Dietz,et al.  DEMO: Towards a discipline of organisation engineering , 2001, Eur. J. Oper. Res..

[26]  Yu-Hui Tao,et al.  Information system professionals' knowledge and application gaps toward Web design guidelines , 2008, Comput. Hum. Behav..

[27]  Jakob Nielsen,et al.  Designing web usability , 1999 .

[28]  Jakob Nielsen,et al.  Usability inspection methods , 1994, CHI 95 Conference Companion.

[29]  Terttu Kortelainen,et al.  Heuristic evaluation applied to library web services , 2008 .

[30]  Jinwoo Kim,et al.  Effects of contextual navigation aids on browsing diverse Web systems , 2000, CHI.

[31]  Deborah J. Mayhew,et al.  Principles and Guidelines in Software User Interface Design , 1991 .

[32]  Terry Winograd,et al.  Understanding computers and cognition - a new foundation for design , 1987 .

[33]  Gerrit C. van der Veer,et al.  Breaking Down Usability , 1999, INTERACT.

[34]  Göran Goldkuhl,et al.  Actable Information Systems : Quality Ideals Put Into Practice , 2002 .

[35]  R. Yin.  Case Study Research: Design and Methods , 1984 .

[36]  J. H. Gelderblom,et al.  Designing technology for young children: guidelines grounded in a literature investigation on child development and children's technology , 2008 .

[37]  John R. Searle,et al.  Speech Acts: An Essay in the Philosophy of Language , 1970 .

[38]  Jakob Nielsen,et al.  Usability engineering , 1997, The Computer Science and Engineering Handbook.

[39]  Marc Hassenzahl,et al.  User experience (UX): towards an experiential perspective on product quality , 2008, IHM '08.

[40]  Lari Kärkkäinen,et al.  Designing for small display screens , 2002, NordiCHI '02.

[41]  Rodney McAdam,et al.  A critical review of e‐service in Northern Ireland Electricity , 2003 .

[42]  Jürgen Habermas,et al.  Reason and the rationalization of society , 1984 .

[43]  Jonna Häkkilä,et al.  Developing design guidelines for context-aware mobile applications , 2006, Mobility '06.

[44]  Giulio Sandini,et al.  Cognitive Systems , 2005 .

[45]  M. Patton,et al.  Qualitative evaluation and research methods , 1992 .