Identifying Key Usability Factors for the Evaluation of On-Demand Knowledge Service Platforms: A Comparative Case Study

Abstract

This study compares two online trading platforms by evaluating user satisfaction and usability using quantitative surveys and qualitative analyses. Quantitative results from user surveys revealed statistically significant differences across software experience, screen design, terminology clarity, ease of learning, and system functionality. Qualitative analyses, including think-aloud exercises and user interviews, similarly identified meaningful usability issues. Critical recommendations include refining information structures, optimizing screen layouts, adopting intuitive terminology, streamlining login processes, and providing tailored interfaces according to user proficiency levels. These results offer clear, evidence-based directions for enhancing usability in trading platform development.