Affecting Usability During ERP Systems Implementations : A case study in a Medium-sized Swedish Company in the Rehab Sector

Abstract: An ever-increasing amount of people are using ERP systems daily, but the usability of these types of systems remains low. They are often complex and hard to use. End-users’ dissatisfaction with systems of low usability can result in the product becoming ineffectively used. Providers of ERP systems are the ones with the best possibilities to attend these usability issues, but there are possibilities for the customer to affect the outcome of the system’s usability during the implementation process. The first purpose of this study is to assess where different aspects of usability can be affected during the implementation process of ERP systems. Its second purpose is to create a framework to which a company’s current ways of working with usability during ERP implementations is assessed and addressed. In the study, a collection of previous studies in relevant fields was conducted. Primary empirical data was collected in three semi-structured interviews conducted via Zoom. Further empirical data was gathered via forms. The study showed from reviewing the literature that different aspects of usability can be affected during different phases of an ERP implementation process. It further found that the company in question did affect usability to an extent during their implementation process. However, some aspects of usability were not considered by the company when implementing ERP systems.