Designing for usability means designing for people. Whether you’re creating an e-commerce platform or a municipal website, the goal is to make digital interaction easy, intuitive, and enjoyable. Dopstart offers expert support for businesses and institutions, from free initial consultation to the full design and testing of user-friendly digital platforms. Let’s create better web experiences—together.
The success of a website or platform heavily depends on how usable it is. Usability—or usabilityin English—is not just a technical detail; it’s a key principle that impacts the overall user experience, how easily content can be accessed, and whether users achieve their goals. In this article, we explore the definition of usability, the standards that regulate it, how it applies to web design, and why it matters especially in the context of public administration.
Table of contents
- What does usability mean? The ISO definition
- From cognitive ergonomics to web usability
- Key features of a usable website
- Usability vs. Accessibility vs. User Experience
- Usability testing: how it works
- Usability in public administration
- How to build a usable website
- The benefits of usability
- Download the checklist now!
- FAQ
What does usability mean? The ISO definition
What is usability?
Usability is defined as the degree to which a system is easy, efficient, and satisfying for users to interact with. It’s not just about visual appeal, but about how well the system supports user goals through clarity, consistency, and predictability.
ISO 9241-11 definition
According to the ISO 9241-11 standard, part of the broader ISO 9241 family on human-system interaction ergonomics, usability is:
“The extent to which a system, product or service can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use.”
Let’s break down the three key terms:
- Effectiveness: whether users can complete their goals.
- Efficiency: how much effort, time, and resources it takes.
- Satisfaction: how pleasant and comfortable the experience feels.
Real-world example 1: online shopping site
- Low usability: users can’t find products easily, filters are confusing, and the checkout process takes too long.
- High usability: users find items quickly, navigation is intuitive, and the payment process is fast and seamless.
Real-world example 2: registration form
- Low usability: error messages appear only after submission, and password requirements are unclear.
- High usability: helpful hints guide the user, errors are highlighted immediately, and progress is smooth.
Usability ≠ aesthetics
A beautiful interface is not necessarily usable. If users struggle to find information or complete tasks, the design has failed, regardless of how it looks.
Key ISO references
Besides ISO 9241-11, these standards are also relevant:
- ISO/TR 16982: Guidelines for usability evaluation methods.
- ISO 9241-210: Human-centered design for interactive systems.
- ISO/IEC 25010: Software product quality model, where usability is one of 8 key attributes.
From cognitive ergonomics to web usability
The origins of usability
The idea of usability emerged from cognitive ergonomics, a field that studies the interaction between people and tools in order to optimize efficiency, safety, and comfort. Initially applied to industrial machinery, vehicle controls, and cockpit instruments, ergonomics evolved to include the human relationship with digital interfaces.
The shift to digital systems
In the 1980s, with the spread of personal computers, usability began to be applied to software interfaces. As non-expert users began interacting with complex systems, it became essential to create tools that were intuitive and easy to learn. This led to the evolution of software usability, which further transitioned into web usability with the rise of the internet in the 1990s.
What is web usability?
Web usability refers to designing websites and digital platforms that are:
- easy to navigate,
- logically structured,
- fast and responsive,
- usable by people with various levels of expertise or disabilities.
Real-world example
A government website built with traditional ergonomic principles might include lots of information but organized poorly, with technical terms and confusing navigation. A site built with web usability in mind would include:
- a simple, user-guided homepage,
- clear, accessible language,
- short, intuitive forms,
- an efficient internal search tool.
From tools to experience
This shift from physical product design to web usability marks a broader transformation: we now design not only tools but user experiences. The quality of the interaction has become just as important as the system’s functionality.
Key features of a usable website
A usable website is not just beautiful—it’s designed to be intuitive, efficient, consistent, and enjoyable for all users, regardless of their technical skills.
According to Jakob Nielsen, a website has good usability when it meets the following five key criteria:
1. Learnability
New users should be able to understand quickly how to use the site and navigate it.
Example: a homepage with visible menus and logical navigation paths.
2. Efficiency
Once learned, the site should allow users to complete tasks quickly and effectively.
Example: an e-commerce site that lets users purchase in just 3 clicks.
3. Memorability
Returning users should remember how to use the site without having to learn it again.
Example: a dashboard that maintains a consistent layout across sessions.
4. Error Tolerance
The system should prevent errors where possible, and help users recover easily from mistakes.
Example: a form that highlights errors and explains how to fix them.
5. Satisfaction
The site should feel pleasant and fluid, and align with user expectations.
Example: quick page loads, clear calls-to-action, and friendly microinteractions.
Other key aspects of web usability:
- Visual consistency: typography, icons, and layouts should follow a clear pattern.
- Clear information architecture: content must be organized around user goals.
- Mobile-first and responsive: the site should work seamlessly on mobile devices.
- Built-in accessibility: while not synonymous, usability and accessibility reinforce each other.
What happens when a site is NOT usable?
- The site fails to convert, even with high traffic.
- Users leave the site early (high bounce rate).
- Users make mistakes or feel frustrated.
Usability vs. Accessibility vs. User Experience
Three distinct yet connected concepts
When designing effective digital products, it’s common to confuse usability, accessibility, and user experience (UX). While closely related, these terms describe different aspects of how users interact with technology. Understanding the differences is essential for creating user-centered websites and apps.
1. Usability
Usability is about how easy, efficient, and satisfying it is for a user to complete a specific task using a system. It focuses on learnability, consistency, error prevention, and task efficiency.
Example: A medical booking site that allows users to choose a doctor and schedule an appointment in 4 simple, clear steps.
2. Accessibility
Accessibility refers to whether a product can be used by people with disabilities—visual, auditory, motor, cognitive, or temporary impairments. It includes screen reader compatibility, keyboard navigation, alt text, proper color contrast, etc.
Example: An e-commerce site that allows a blind person using a screen reader to browse, select, and purchase a product independently.
3. User Experience (UX)
User Experience (UX) is the overall impression a user has when interacting with a product—not only its functionality, but also its emotional and aesthetic impact. UX includes usability and accessibility, but also addresses design, tone of voice, trust, and brand identity.
Example: A banking app with a clean layout, smooth animations, friendly language, and a guided flow that makes the user feel in control and secure.
How do they relate?
- Accessibility is a baseline requirement: without it, some users are excluded.
- Usability focuses on making the system easy to use for everyone.
- UX is the complete experience, from first contact to post-use impression.
To summarize:
Accessibility = “Can I use it?”
Usability = “Is it easy to use?”
UX = “How do I feel about it?”
Usability testing: how it works
UWhy test usability?
A website or app may look perfect on paper, but only by observing real users in action can you verify if it’s truly usable. Usability testing is the key to discovering friction points, confusion, and areas for improvement.
What do we evaluate?
During usability testing, we examine:
- task completion time;
- user difficulties and confusion;
- errors and how users recover from them;
- user emotions (frustration, satisfaction);
- memory retention and navigation logic.
Main usability testing approaches
1. User testing
Real users are asked to perform tasks while being observed or recorded.
Methods:
- In person (lab or field);
- Remote (moderated or unmoderated).
Example: a 30-minute session with 5 users to test the mobile checkout experience.
2. Verbal feedback methods
Use tools like:
- structured interviews;
- satisfaction questionnaires (e.g., SUS – System Usability Scale);
- focus groups.
Example: users give opinions after using the site, pointing out confusing elements or moments of delight.
3. Expert review / heuristic evaluation
UX experts evaluate the interface using formal methods:
- Nielsen’s heuristics;
- Cognitive walkthroughs;
- Checklists based on ISO or WCAG standards.
Example: an expert audit highlights poor button visibility, unclear labels, or inconsistent navigation.
4. Model-based evaluations
Less common but useful during early design phases. Use computational models (e.g., GOMS, KLM) to simulate interactions.
Example: simulate the average time needed to complete a task on a prototype interface.
How to choose the right method?
Consider:
- Project stage (wireframe, prototype, live site);
- Available budget and time;
- User base size and type;
- Testing goals (discover bugs, improve navigation, boost conversion).
Often, a hybrid strategy—combining user testing with expert reviews—yields the best results.
Recommended tools
- Maze, UsabilityHub, Lookback, Hotjar – for remote testing and behavior tracking;
- Figma, InVision, Adobe XD – for interactive prototype testing;
- Google Forms, Typeform – to collect user feedback;
- Jira, Notion, Miro – for logging observations and planning UX updates.
When to test?
Usability testing should be:
- Ongoing – as part of continuous improvement.
- Early – during design with wireframes;
- Mid-phase – while development is ongoing;
- Final – just before launch;
Usability in public administration
A digital right for citizens
As public services become increasingly digital, usability in public sector websites is essential to uphold the citizen’s right to access and information. Poorly designed government portals don’t just cause inconvenience—they risk excluding people, increasing bureaucracy and eroding public trust.
Beyond design: usability as a public duty
Public institutions must not stop at “publishing online”: they must make services truly usable and user-oriented. Citizens using these services are often under stress or time pressure. If the interface is slow, confusing, or broken, the digital service fails its purpose.
Legal and policy references
While there is no law that regulates usability per se, several regulations recognize its importance:
- CAD (Digital Administration Code – Italian Legislative Decree 82/2005): mandates clarity, simplicity, and findability of public sites.
- Law 4/2004 (Stanca Act): ensures accessibility, and by extension, usability.
- Directive No. 8/2009 and AGID Guidelines: define that user needs must drive the design, and usability testing should be integrated into the process.
Key usability principles for government websites
According to AGID guidelines, a public site should be:
- Perceivable: clear commands and visible information;
- Understandable: simple language and intuitive layout;
- Operable: navigable even with assistive technologies;
- Consistent: predictable behavior across pages;
- Flexible: responsive and adaptable to user preferences;
- Secure: data protection and transparency in transactions;
- Error-tolerant: user support and prevention of mistakes;
- Pleasant: attractive design that engages users.
Practical example
Poor usability: a citizen wants to apply for a tax benefit, but the municipal website:
- lacks a search bar,
- only provides PDF forms without guidance,
- doesn’t function on mobile.
Good usability: the same service is available via:
- a visible CTA on the homepage,
- a multi-step online form with inline help,
- a chatbot or step-by-step tutorial.
Public bodies should also…
- run usability tests regularly with real users;
- collect feedback and listen to user reports;
- publicly share results and improvements made;
- involve stakeholders early in the design phase.
How to build a usable website
Design for users, not for yourself
One of the most common mistakes in web design is assuming the user thinks like the developer. A usable website is built around real user needs, digital habits, and cognitive limits. User-Centered Design (UCD) is not just a philosophy—it’s a concrete, structured approach.
Key design phases
1. User analysis
Define:
- who your users are (age, skills, goals);
- personas and user journeys;
- contexts of use (mobile, low bandwidth, etc.).
2. Wireframing and prototyping
Use tools like Figma or Adobe XD to design user flows and interface layouts before coding.
3. Clear information architecture
Structure the site around user logic:
- simple, meaningful menus;
- hierarchical navigation;
- breadcrumb trails;
- consistent URLs.
4. Consistent and readable design
The visual layer should enhance—not distract from—the content.
Example of a usable HTML/CSS form:
<form>
<label for="email">Email address</label>
<input type="email" id="email" name="email" required placeholder="you@example.com">
<label for="password">Password</label>
<input type="password" id="password" name="password" required minlength="8">
<button type="submit">Submit</button>
</form>
input, label, button {
display: block;
margin-bottom: 12px;
font-size: 1rem;
}
input:invalid {
border: 1px solid red;
}5. Run usability tests early
Test with real users before the site is live. Even testing with 5 users can uncover most major usability issues.
6. Write for humans
Usable websites use simple, direct, goal-oriented language.
Example:
- “Proceed with the operation”
- “Start your free quote now”
7. Responsive and fast
A usable website must work well on all devices and load quickly. Use:
- media queries;
- image compression;
- lazy loading;
- performance monitoring tools.
8. Accessibility means usability for all
Design with accessibility standards (WCAG) in mind: screen reader support, keyboard navigation, color contrast, and visible focus states.e website is one where content, interface, navigation, and visual design all work together seamlessly.
The benefits of usability
Why invest in usability?
Creating a usable website, app, or digital platform isn’t just about aesthetics—it’s a strategic decision. A usable system brings tangible benefits to users, businesses, and public services alike.
Benefits for users
- Higher satisfaction
Intuitive design leads to positive experiences and user loyalty. - Lower stress levels
Clear interfaces reduce confusion and anxiety—especially for critical tasks (e.g., booking health appointments). - Time-saving
A well-structured system helps users complete tasks faster. - Inclusive access
Usable and accessible platforms welcome everyone, regardless of skills, age, or physical ability.
Benefits for businesses and public bodies
- Improved staff productivity
Efficient internal systems (like CRMs or portals) boost employee performance. - Higher conversion rates
On e-commerce sites or landing pages, good usability increases purchases or leads. - Fewer user errors and support requests
Clear systems mean less confusion, reducing the burden on help desks. - Less need for training
An intuitive product teaches itself, reducing onboarding costs. - Better trust and brand image
A usable site reflects professionalism and reliability—especially vital for public institutions. - Lower long-term development costs
Usability-driven design avoids expensive post-launch fixes and redesigns.
Practical examples
- A local municipality adopts a simplified contact form, cutting average response times in half.
- A public health agency simplifies its booking portal, reducing helpline calls by 30%.
- An online shop redesigns its checkout flow and increases completed purchases by 20%.
Download the checklist now!
Want to make sure your website is truly usable, effective, and user-centered?
Download the Dopstart checklist and review all the key elements of web usability step by step.
FAQ
What is usability according to ISO 9241?
It’s the degree to which users can effectively, efficiently, and satisfactorily use a product in a given context.
What is the difference between usability and accessibility?
Accessibility addresses the needs of users with disabilities; usability ensures ease of use for everyone.
What makes a website usable?
Clarity, intuitive navigation, error tolerance, and user satisfaction are key indicators.
Who are the key experts on web usability?
Jacob Nielsen and Ben Shneiderman are two of the most influential figures in the field.
Why is usability important in public services?
It ensures fair and efficient access to digital services for all citizens.
How do you test a website’s usability?
Through real-user testing, expert reviews, interviews, and remote evaluations.
What are the benefits of improving usability?
Increased user satisfaction, fewer errors, better performance, and lower support costs.
Is usability only about design?
No, it also involves structure, content clarity, and how users interact with the system.
When should usability be assessed?
At every stage: design, development, and post-launch evaluations.
How can Dopstart help with usability?
We offer strategic and operational support, starting with a free consultation and guiding you through the entire usability process.
Would you like us to assess your website’s usability? Request your free consultation with Dopstart today.
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