A Novel Framework for Usability Evaluation of Mass-based Software

Abstract

Mass-based software platforms such as instant messaging apps, video conferencing platforms, and generative AI interfaces play a pivotal role in modern e-businesses. Many businesses use these software as an outreach for new customers. Their usability, hence  significantly affects digital engagement, customer satisfaction, and customer retention. In view of the limitations of the existing literature, tools and techniques for mass-based software, this research work proposes a four phase methodology with the intent to develop and design tools, techniques and a framework for the empirical evaluation of various performance and human-factor related parameters like effectiveness, efficiency, satisfaction, cognitive load, etc. widely used in the domain of usability evlauation. In addition, this research work also aims to propose and automate usability heuristics adapted especially to the use of mass-based software for the context of e-businesses. For e-business platforms, the framework provides actionable insights into UX design, supports detection of usability issues, and facilitates informed design decisions for improved customer retention in today's customer-centric digital transformation.