Applying Keystroke Level Analysis to Facilitate the User Interface Design of Web-Based Complaint Management System (WCMS) at Universiti Utara Malaysia

• Main Author: Hasniah, Hassan
• Format: Thesis
• Language: English; English
• Published: 2009
• Subjects: QA76 Computer software
• Online Access: http://etd.uum.edu.my/1759/1/Hasniah_Hassan.pdf; http://etd.uum.edu.my/1759/2/1.Hasniah_Hassan.pdf; http://etd.uum.edu.my/1759/

The purpose of this study was to investigate the usability and user performance of Web-based Complaint Management System (WCMS) in Universiti Utara Malaysia (UUM). This study was evaluated the WCMS by predicting the execution time taken by the user to accomplish their task. Ten (10) users from Universiti Utara Malaysia that known as active users of WCMS were interviewed to understand the problem of WCMS and also the process of the task flow. Task Analysis (TA) was used to identify the flow of task and scenario statement in WCMS. Simplified Hierarchical Task Analysis (HTA) was suggested to meet the objective of this study. Hierarchical Task Analysis (HTA) was used to identify the user task and described in graphically. Keystroke Level Model Analysis (KLM) was applied in this study to predict the user performance by evaluating the estimation time and focus on keystroke level operators with no goals, method or selection rules. The prediction time is calculated through summed up the estimation time of keystroke and mouse movement by a user to complete a task. The simplified HTA and the proposed task description were transformed into a mock-up user interface design layout that represents the prototype that would be developed by developer. The proposed model of WCMS allows users to carry out their task efficiently and effectively thus allows the organization to satisfy their customers.