Monitoring and forecasting usability indicators: A business intelligence approach for leveraging user-centered evaluation data

Monitoring performance indicators has become a main concern for most organizations today. While much attention has been paid to developing economic, bioinformatics, health, and social media dashboards, little or no attention has been devoted to monitoring and forecasting usability indicators. This can be of interest for analyzing the degree of perceived satisfaction and usability of interactive software products designed or just developed, being also useful as general strategic indicators in human-centered organizations. This paper presents an approach including main measures, Key Performance Indicators, trends, and forecasts to deal with usability information over time and produce new knowledge based on historical data. Also, an instance has been implemented, including data obtained from real software evaluations. Target users have evaluated the approach to validate its suitability, obtaining successful usability results that denote the adequacy of the approach presented.