Looking for usability and functionality issues: A case study

Abstract

Looking for quality issues in a system can be a very demanding activity. In this article, we propose an approach based on text mining techniques to quickly identify usability and functionality drawbacks in a learning management system - LMS. The techniques were performed to 421 comments written by university students who frequently use a LMS. Results indicate that a dendrogram is a suitable tool to have a quick look of the issues faced by LMS’ users as well as their expectations about new functionalities that the system should provide. By using these techniques, we identified more than ten usability issues and the need for seven new functionalities to be implemented in the system.