Presentation of the Doctoral Dissertation Titled “Developing Criteria for Evaluating the Usability of Knowledge Management Systems

Abstract

The study addresses the insufficient consideration of usability in knowledge management systems, despite its central role in their success. Neglecting usability may reduce efficiency and contribute to the absence of evaluation frameworks that integrate cognitive and technical dimensions. Accordingly, the study seeks to develop an integrated, standards-based framework for evaluating usability by synthesizing established usability criteria, Nielsen’s principles, ISO 30401:2018 for knowledge management systems, ISO 9126:2001for software quality, and criteria for knowledge management processes drawn from scholarly literature and internationally recognized practices.

The study used a documentary and descriptive methodology with content analysis and case-study techniques. It applied a preliminary checklist to the Helpjuice system, validated it through the Delphi method with 11 experts, and tested it empirically. The result was a standard checklist with five main perspectives (knowledge processes, security, content, governance, and quality), 12 axes, 57 sub-criteria, and 168 applied practices covering the five knowledge processes. The study recommends using the checklist as a standard tool for selecting and developing systems, considering usability in design, applying it across systems, and automating it with artificial intelligence for dynamic evaluation.