A study of the usability of a customer relationship management system

Abstract: Ätbart is an organisation whose mission is to half Sweden’s food waste by distributing food and organising educational events. The organisation needed a customised IT system to replace the current used tools within Google Workspace. The users, who are volunteers at Ätbart, used the mentioned tools to administer stakeholder, such as subscribers, and collect feedback about daily operations. To ensure high productivity and thus enable the volunteers at the organisation to focus on core tasks such as distributing food bags the usability of the new system called Ätbart web portal was evaluated. Observation sessions were conducted and a questionnaire, as part of the survey study, were sent out to every system user to identify ways of improving usability.   By observing the users perform tasks from premade list usability issues were noted and a list was compiled. Also, a list of suggestion based on Nielsen’s ten usability heuristics for user interface design to address the identified usability issues was created. By implementing the suggestions, the usability of Ätbart web portal can be enhanced, which, as previously mentioned, enables Ätbart’s volunteer to focus on core tasks. The result of the performed survey study, which was a SUS score of 73.33, suggests the users are satisfied with the system, but at the same time there is room for improvement as indicated by the answers given in the questionnaire used in the survey study. Teknisk-naturvetenskapliga fakulteten, Uppsala univer