Uma avaliação da experiência do usuário com baixa familiaridade tecnológica na adoção de um sistema de gerenciamento de chaves

Abstract

This study investigated whether the Key Management System (SIGEC) presents good usability for users with low technological familiarity, considering the metrics proposed by Nielsen: learnability, efficiency, memorability, errors, and satisfaction. The object of analysis was the SIGEC interface. The methodology involved administering the Computer User Self-Efficacy Scale (CUSE) questionnaire to assess the users' computer self-efficacy levels, conducting weekly usability tests via the Maze platform to measure participants' practical performance, and applying a usability questionnaire to evaluate Nielsen's five metrics. The results indicated that participants exhibit varying levels of computer self-efficacy. Nonetheless, regardless of these variations, all participants successfully completed the proposed tasks during the usability tests. An improvement in group performance was observed, with the overall average time per task decreasing from 47.66 seconds in the first week to 33.64 seconds in the third and final round of tests, resulting in an average time saving of 14.02 seconds per activity. Analysis of the usability questionnaire revealed that, despite fluctuations in individual metrics over time, the overall usability of the software reached a score of 4.48 points in the final stage. This score places the system in the classification range defined by the usability questionnaire as "Very Satisfied".