(opens in new tab)<\/span><\/a> is a popular metric for its simplicity and strong correlation with SUS. However, its scoring methodology requires that researchers use an equation consisting of a regression weight and constant to align the average scores with SUS scores. This lacks a solid theoretical foundation, which raises questions about UMUX-Lite’s ability to generalize to different contexts and respondent samples.<\/p>\n\n\n\nThe lack of standardization underscores the need for metrics that are grounded in the user\u2019s reality for the types of products being assessed and based on theoretical and empirical evidence, ensuring that they are generalizable to diverse contexts. This approach will pave the way for more reliable insights into product usability, fostering informed decisions crucial for enhancing the user experience and driving product success.<\/p>\n\n\n\n
ESUS: A reality-driven approach to usability metrics<\/h2>\n\n\n\n Recognizing this need, we endeavored to create a new usability metric that accurately reflects the experience of enterprise product users, built on solid theory and supported by empirical evidence. Our research combines qualitative and quantitative approaches to devise a tailored usability metric for enterprise products, named the Enterprise System Usability Scale (ESUS). <\/p>\n\n\n\n
ESUS offers a number of benefits over the SUS and UMUX-Lite. It is more concise than the SUS, containing only half the questions and streamlining the evaluation process. It also eliminates the need for practitioners to use a sample-specific weight and constant, as required by UMUX-Lite, providing a more reliable measure of product usability. Moreover, ESUS demonstrates convergent validity, correlating with other usability metrics, such as SUS. Most importantly, through its conciseness and specificity, it was designed with enterprise product users in mind, providing relevant and actionable insights. <\/p>\n\n\n\n
In Table 1 below, we offer ESUS as a step towards more accurate, reliable, and user-focused metrics for enterprise products, which are instrumental in driving well-informed decisions in improving product usability and customer satisfaction.<\/p>\n\n\n\nESUS Items<\/th> 1<\/th> 2<\/th> 3<\/th> 4<\/th> 5<\/th><\/tr><\/thead> How useful is [this product] to you?<\/td> Not at all useful<\/td> Slightly useful<\/td> Somewhat useful<\/td> Mostly useful<\/td> Very useful<\/td><\/tr> How easy or hard was [this product] to use for you?<\/td> Very hard<\/td> Hard<\/td> Neutral<\/td> Easy<\/td> Very easy<\/td><\/tr> How confident were you when using [this product]?<\/td> Not at all confident<\/td> Slightly confident<\/td> Somewhat confident<\/td> Mostly confident<\/td> Very confident<\/td><\/tr> How well do the functions work together or do not work together in [this product]?<\/td> Does not work together at all<\/td> Does not work well together<\/td> Neutral<\/td> Works well together<\/td> Works very well together<\/td><\/tr> How easy or hard was it to get started with [this product]?<\/td> Very hard<\/td> Hard<\/td> Neutral<\/td> Easy<\/td> Very easy<\/td><\/tr><\/tbody><\/table>Table 1: Proposed ESUS questionnaire<\/figcaption><\/figure>\n\n\n\nLooking ahead: Advancing precision in understanding the user<\/h2>\n\n\n\n Moving forward, our focus is on rigorously testing and enhancing ESUS. We aim to examine its consistency over time and its effectiveness with small sample sizes. Our goal is to ensure our metrics are as robust and adaptable as the rapidly evolving enterprise product environment requires. We\u2019re committed to continuous improvement, striving for metrics that are not just accurate but also relevant and reliable, offering actionable insights for an ever-improving user experience.<\/p>\n","protected":false},"excerpt":{"rendered":"
This position research paper was presented at the 26th ACM Conference on Computer-Supported Cooperative Work and Social Computing (opens in new tab) (CSCW 2023), a premier venue for research on the design and use of technologies that affect groups, organizations, and communities. 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