Web usability testing: a comparative approach of methods and implementation example on the base of packsysplus

This thesis aims to spotlight the complex field of web usability testing and to demonstrate companies why investing in a tailored design of this digitalization method can be very promising. In Germany smaller to medium sized companies are observed to not be sufficiently prepared for digitization. Mainly becausethey struggle with data processing orientated by the customer and the large varietyof digital-based tools to become a more customer-centred business. Usabilitytestingis one of these tools. It is especially suitable for smaller companies because it is, already in its simplest form, very effective. Primary focusof this thesis is to develop guidelines that serve small to medium companies find the right usability test design that maximizes the desired outcome. For this a secondary data collection is usedfollowed by a usability testing implementation examplewith PacksysPlus.On this basis a guideline for companies has been derived to simplify the process of finding the right usability test design. This study shows that customer feedback in form of a usability study helps proving the own business model and aligning the product to customer needs. Therefore,website-based companies must implement usability testing already in the early development stages to transform into a customer-centredbusiness