Presenting UsERA: User Experience Risk Assessment Model

Ensuring usability is an extremely important issue for DMO websites which act as information hubs for all destinations’ stakeholders. This work presents an approach to integrate usability evaluation and analysis of usages for DMO websites in an innovative and holistic framework, called UsERA (user experience risk assessment model), based on the notion of risk analysis. The approach is exemplified through its application to the usability and usage data an Italian DMO website. The results from this case study illustrate a close relationship between usability evaluation and usages analysis and show how this relationship can be studied to enhance managers’ critical thinking about website improvements.

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