A COMBINED APPROACH FOR USABILITY EVALUATION OF AN E-COMMERCE WEBSITE: REMOTE USABILITY TESTING, EYE-TRACKING, AND SUS TECHNIQUES

Abstract

E-commerce has become a popular method to provide customers with their needs. This paper aims to evaluate the usability of an e-commerce Chamberlain Coffee website using remote usability testing, eye-tracking, and system usability scale (SUS). Then, it attempts to compare the effectiveness of these usability evaluation techniques. Ten users have been selected to perform a set of predefined tasks. This paper followed an experimental approach, in which both qualitative and quantitative approaches were employed to collect and analyse the data. Qualitative data were collected through eye-tracking, whereas quantitative data were collected through remote usability testing and SUS. The research findings have shown that several user interface design problems have impacted the user’s performance and efficiency in terms of task success, task time, errors rate, heatmap, and overall satisfaction. The identified usability issues were rated according to their severity and impact on the user’s performance in using the website. As a result, the usability evaluation methods revealed minor and major issues with the selected website.