A Survey on the Usability and User Experience of the Open Community Web Portals

Abstract

Web-based portals enable a new communication paradigm that could provide variety of benefits and support to both the customers and companies. Customers can have continuous access to the services, information, support, and payments on the portal with the possibility of personalisation. This paper presents a survey on the usability and user experience studies relevant to open community web portals and information sharing platforms. The objective of the work presented in this paper was to produce an overview of how literature reported on usability in relation to information sharing web portals. A systematic mapping method has been applied to identify and quantify primary studies focusing on the usability and user experience of the open community web portals.