Using the Choquet Integral to Improve Systems Usability: A Multicriteria Analysis

This paper proposes a methodology to help decision makers in deciding where to invest in order to improve systems usability. The methodology consists of a multicriteria analysis based on the use of the Choquet Integral. Alternatives and criteria to determine the usability of a product are approached in this paper relying on previous results by one of the authors and her collaborators. The alternatives are constructs related to each of the following metrics: Ease of learning; Ease of remembering; Error control; Efficiency; Effectiveness; and Satisfaction. The criteria are five and their valuations range from total disatisfaction to total satisfaction of users.The case study of the intranet of a Brazilian university illustrates the application of the proposed methodology. For this case study data on users’ preferences are surveyed. The resulting figures point out which are the most impacting metrics for the university's intranet system. Computations by using the Choquet Integral lead to the most relevant constructs (i.e., alternatives) that minimize the costs to improve the usability of the system. The paper closes with indications of the most important constructs for some major metrics