User requirement and usability testing framework for information system development: Case study of financial institution

Abstract

Due to the fact that financial institution has its limited competency in developing the information system, outsourcing is often used to support the information system development which same as the case study of the issuing documents system in financial institute. The financial institution has received customer's complaints regarding the mistake of issuing documents caused by the system functionality and human error in operations. Thus, the purpose of this study is to design framework of user requirement and usability testing for information system development to prevent the error in system functionality and set some quality checking process of documents before delivery to customer to prevent mistakes from human error in work operation. System Usability Scale showed that after proposed the framework of user requirement and usability testing to employees who related with the system development, their level of satisfaction toward the framework and non-framework of user requirement and usability testing raise up to 30.93% and 20%, respectively. After six months of implemented quality checking process of documents revealed zero complaints from customers regarding to the mistake of issuing documents.