Improving accessibility and inclusiveness of university websites for international students: a mixed-methods usability assessment

ABSTRACT Using a unique triangulation of a mixed-methods approach combining qualitative and observational techniques, this research investigated international student perceptions of the usability, interactivity and inclusiveness of a university website. The research was guided by the activity theory. Qualitative data were analysed to understand international student perceptions of usability and interactivity in relation to their intentions to use the university website. Additionally, findings established the significance of making university websites more inclusive as international students continue to face increasing uncertainties owing to the COVID-19 pandemic and racial inequalities in the USA and worldwide. Observational methods provided methodological and data triangulation. This research offers guidance for future research on higher education digital learning tools based on integrated theoretical mixed methods and also provides managerial implications for academic institutions in the design of student-centred and inclusive websites.