A usability based model for suggestion system evaluation of infrastructure organisations in the UAE

Alleem, R

Abstract

This thesis was started with an aim to develop a usability based assessment model for
suggestion systems. A review of literature highlighted fifteen variables that act as drivers for
suggestion system success. In order to apply the concept of usability, the definition of Jakob
Nielson (2003) was used. This definition defines usability as a phenomenon that consists of
five major factors: learnability, efficiency, memorability, errors recovery, and satisfaction. A
further understanding about usability for suggestion system drivers was developed using
synthesis of literature.
The variables were used for a survey followed by brainstorming sessions. This series of data
analysis resulted in the development of a model called "individual participation factor", "core
systems factor", and "system support factor." A maturity model with three levels of maturity
was defined. The first level was defined as ad-hoc, the second level was defined as
operational level, and the third level was defined as strategic. An Analytical Hierarchy
Process (AHP) was used to prioritize. The result of AHP showed that the most important
factor is the individual participation factor. This clearly shows that the first and foremost
issue is an individual's trust in the system. Employees should feel safe to submit a
suggestion. In order to test the model, three case studies from infrastructure sector
organisations in the UAE were used. The application of model was useful in assessing the
current state of the suggestion system. The model also helped identify opportunities for
improvement and could assign a usability score. Having a prioritised list ensures that
organisations can focus on improving factors that have higher impact on the overall usability
of the system.

Citation

Alleem, R. A usability based model for suggestion system evaluation of infrastructure organisations in the UAE. (Thesis). University of Salford

• Thesis Type: Thesis
• Deposit Date: Aug 12, 2021
• Award Date: Jul 1, 2012