Comparative Analysis of Four Usability Assessment Techniques for Electronic Record Management Systems

Abstract

Effective electronic record management systems (ERMSs) are crucial for modern organizations, offering benefits such as streamlined document management, enhanced security, and improved institutional memory. However, poor usability often hinders ERMS adoption and effectiveness. While various usability evaluation methods exist, a comprehensive approach integrating multiple techniques is often lacking, particularly in the context of ERMS, where factors like data security and regulatory compliance are paramount. This paper presents a novel hybrid usability assessment model that combines heuristic walkthrough, statistical log analysis, server log path analysis, and user testing to provide a holistic evaluation of ERMS usability. This integrated approach, suitable for continuous evaluation throughout the software lifecycle, addresses limitations inherent in individual methods, capturing both expert insights and real-world user behavior at scale, and generating complementary insights for diverse stakeholders (executives, developers, procurement, UX researchers). Furthermore, this study offers specific heuristics for evaluating ERMS, such as "standardized terminology" and "automatic suggestions for the standard file plan." Applied to Hacettepe University's ERMS, the model revealed usability challenges such as poor search functionality, inefficient workflows, and nonintuitive design. The study demonstrates how the combined insights from these methods provide a more nuanced understanding of ERMS usability than single-method approaches, generating actionable and cost-effective recommendations for system improvement. This research contributes a practical framework for enhancing ERMS usability and highlights the importance of multimethod evaluations for complex web applications.