What is Web Usability

Web usability is the easiness of a website, where easiness stands for:

 How well it relates to the visitors i.e. design, colour, language etc.
 Navigation and availability of information
 Speed and ratio of different types of content
 Search engine optimization (SEO)
 Visibility across different devices
 Customer support features such as live chat & more.....

In e-commerce, ‘Web Usability’ is all about Customer Satisfaction and the

‘Tools & Resources’ organisations and professionals use to achieve and
maintain related goals.
 Ask Yourself!
Do you like:
 If a website takes long time to download
 Text font on the site is very small for you to read properly
 Website has too much advertisement
 You found a website from Google search but the site doesn’t have
good content that relates to the search term
 Website doesn’t have a ‘Contact Us’ page or easy to find contact
information
 Website of a bank or financial institute with outdated data
 Culturally offensive images or languages on the site
 What do you feel like as a customer?
1. Confused

2. Upset

3. Angry

4. Cheated

5. Offended

6. Rejected

7. Unhappy

8. Dissatisfied

9. Frustrated

10.All of the above

What businesses should do about it?
Find out what
customers want
(& they may want)

Find out where

Evaluate solution
problems are

Engage web Find out how to

developers to resolve resolve identified
technical issues problems
 Get used to the term: UX
UX stands for User
Experience. It involves a
person's behaviors,
attitudes, and emotions
about using a particular
product, system or
service.

Learn more about UX at:

http://www.uxmag.com
 Recommended Reading

1. Jean-Eric Pelet and Panagiota Papadopoulou (2010). Consumer Responses to Colors of

E-Commerce Websites: an Empirical Investigation, E-commerce, Kyeong Kang (Ed.),
ISBN: 978-953-7619-98-5, InTech, Available from:
http://www.intechopen.com/books/e-commerce/consumer-responses-to-colors-of-e-
commerce-websites-an-empirical-investigation

2. Kyeong Kang (2010). Considering Culture in Designing Web Based E-commerce, E-

commerce, Kyeong Kang (Ed.), ISBN: 978-953-7619-98-5, InTech, Available from:
http://cdn.intechopen.com/pdfs-wm/10153.pdf