Modern software development increasingly emphasizes user orientation and improving user experience. However, numerous challenges remain in the acceptance, usability, and acceptability of software.
A particular challenge arises when a software system has a heterogeneous user base, which includes technically educated users, but also non-technical users of different ages and digital competencies. An example of such systems is help desk software, which is often accessed by different types of users: agents on the support side, and clients who are provided with the support. If the heterogeneity is not taken into account during development and adoption, then the software cannot provide high quality.
Software quality is viewed as a multidimensional concept, which in addition to technical correctness also includes factors such as accessibility, scalability, security, etc. A particular challenge in quality assurance relates to software usability. Closely related concepts are software acceptability and user experience. These three factors are interrelated in a special way and form the basis for the modern concept of quality. The following sections define and describe these factors.
Software Usability
To meet the usability requirement, software must be intuitive, easy to understand, and effective in everyday tasks. These quality factors are particularly evident in systems used by non-technical users, where a complex interface or unclear instructions can pose serious obstacles to the effective use of the system.
The ISO 9241-11 standard defines usability as:
The degree to which a product can be used by specified users to achieve goals with effectiveness, efficiency, and satisfaction, in a specified context of use.
This definition emphasizes three key elements that have particular significance in the context of software usability:
- Effectiveness – whether the user successfully achieves the set goal.
- Efficiency – how quickly and with how much effort the results are achieved.
- Satisfaction – how positive and frustration-free the user experience is.
Effectiveness refers to the accuracy and completeness with which users can achieve goals using a software system. In practice, this means that a user can successfully complete their tasks without serious obstacles, errors, or the need for additional assistance. For example, if the user is trying to fill out a web form, effectiveness relates to the ability to enter the required information accurately, without the possibility of skipping fields or making unintentional errors.
Efficiency refers to the resources expended in relation to the achieved result, which most often includes time and mental effort. High efficiency means that the user can complete the tasks quickly and with minimal effort. For example, if a user has to click through a large number of screens to complete a simple task, then wait for the system to load, or frequently ask for help, then efficiency is low, even if the user ultimately manages to complete the task.
Satisfaction encompasses the subjective experience of a user during and after using the software. This includes a sense of control, trust in the system, the absence of frustration, but also the general impression that the interaction was pleasant, logical, and worthwhile. However, satisfaction is not just an emotional reaction. It directly affects the user’s willingness to use the software and recommend it to others. Eventually, it makes a great importance for the long-term adoption of the system.
From the definition of these three key elements, the usability goes beyond the boundaries of simple utilization. Usability also includes much broader concepts: the way the user understands the structure of the interface, how they perceive the feedback from the system, as well as how easily they can correct an error or repeat the desired task. Poor usability often does not come from a lack of functionality, but from the fact that these functionalities are poorly presented, difficult to access or too complicated.
When it comes to the usability of help desk software, specially adapted functions and features are expected to demonstrate defined effectiveness, efficiency and user satisfaction. Key quality indicators that should be supported include: first contact efficiency, agent productivity, and especially customer or client satisfaction and perception.
User Experience
User experience (UX) further expands the concept of software usability. While usability focuses on the operational aspect of use, e..g., how easy and efficient is to use, UX encompasses a broader range of impressions, emotions and attitudes that the user gains during and after the interaction. These include:
- Interface design and aesthetics.
- A sense of control over the system.
- Consistency of the behavior of different elements.
- The user’s emotional connection to the product.
Apparently, the user experience encompasses the entire lifecycle of a user’s interaction with the software. The lifecycle includes, but is not limited to, the initial installation, the use and customization, support, upgrades and long-term user engagement. In this sense, good usability is an integral, but not the only part of a quality user experience.
On the other hand, it is not enough to just meet and deliver technical specifications, but also to develop empathy for the user. Designers and developers should understand their needs, emotions, expectations and perhaps fears in use. In this sense, approaches for improvement of UX also include psychological assessment methods, such as emotional mapping of users, user journey analysis, and identification of potential pain points.
For non-technical users, the emotional component of UX can be crucial for acceptance and adoption. If a user feels discomfort, insecurity, or frustration during the utilization, there is little chance that the software will be adopted in the long term, regardless of its functional capabilities.
When it comes to help desk software, the issue of end-user or client orientation again arises. The user experience becomes crucial for the acceptance and adoption, but also for the efficient and effective provision of customer support.
Software Acceptability
Software acceptability represents the third key aspect of the quality, referring to the actual willingness of users to adopt a certain product as a solution that meets their needs. A common definition of the acceptability is as follows:
Acceptability is the degree to which a product meets the requirements and expectations of users and other interested parties in the context of its use.
Within the ISO/IEC standards, acceptability is most often understood through quality attributes such as conformity to requirements, user satisfaction, and functional suitability. Acceptability is recognized as a psychological and social construct based not only on functionality and performance, but also on user perception, expectations, and previous experiences. For example, if users can quickly learn how to use the application without the need for extensive training or frequent consultation of documentation, the likelihood of acceptance increases significantly.
In practice, software that is technically correct and feature-rich can be rejected by users if it does not suit them completely. There might be multiple reasons, e.g., irrational design, a feelings of misunderstanding of their tasks, technical barriers, and more. Users are more likely to accept software that is usable, easy to use, and logically organized. The importance of the key elements that influence usability has already been explained before: efficiency, effectiveness, and satisfaction.
Other key factors affecting acceptability are listed and explained below.
Reputation and reliability of the provider
Software that comes from a well-known and reliable provider often inspires more trust in users. Positive past experiences, product stability, and the availability of support and updates contribute to users being more willing to accept a new solution.
Ease of adoption
Users accept software more easily if it can be integrated into their existing work system and workflow without major difficulties. This includes compatibility with existing tools, support for data migration, and minimal disruption to daily activities during the adoption and implementation. Ease of adoption is especially important for software that is deployed in the cloud, e.g., when it comes to a SaaS Help Desk solution. In a cloud environment, the ready-made tools for integration into existing processes and data minimize the need for provider intervention.
Resistance to change
Some users naturally have a positive attitude towards new technologies, while others are skeptical or resistant to change. Individual factors such as previous experience, level of technical literacy and confidence in working with software significantly influence acceptance.
Level of technical literacy
Technical or digital literacy significantly affects the way users evaluate and accept software. Users with a higher level of technical knowledge and experience tend to master new functionalities faster. They also solve problems more efficiently during work and show greater tolerance for minor interface flaws. Conversely, users with a lower level of digital literacy may experience greater cognitive effort, and perform tasks more slowly. Eventually, this experience can lead to rejection of software before they have fully explored its capabilities.
Experience shows that technical literacy can moderate the relationship between perceived ease of use and willingness to adopt software. Consequently, the differences in user experience influence the results of acceptance testing and the adoption rate of a system in practice. For example, customers with lower levels of literacy expect to be able to communicate with a support team using an email ticketing system, without having to access the application via the web interface.
Context and cultural norms
The norms, values, and expectations that dominate a particular environment or community can shape users’ perceptions of whether a particular software is “appropriate” or “socially acceptable.” For example, some cultures expect the availability of help desk tools for automation and digitalization, while others favor personal contact and traditional working methods
Acceptability vs UX
Acceptability is often the result of the cumulative effect of the usability and UX. If users have a positive experience and can easily perform their tasks, they are more likely to adopt and use the software in the long term. On the other hand, usability issue directly reduce perceived value and the chance of acceptance, no matter how technically advanced the software is.
The balance between these dimensions: usability, user experience and acceptability, is the key to development of a quality software. Ultimately, this creates long-term value for the company providing customer service and support and their clients.
