usability
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.
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.
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:
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.
Besides ISO 9241-11, these standards are also relevant:
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.
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.
Web usability refers to designing websites and digital platforms that are:
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:
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.
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:
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.
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.
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.
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.
The site should feel pleasant and fluid, and align with user expectations.
Example: quick page loads, clear calls-to-action, and friendly microinteractions.
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.
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.
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.
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.
To summarize:
Accessibility = “Can I use it?”
Usability = “Is it easy to use?”
UX = “How do I feel about it?”
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.
During usability testing, we examine:
Real users are asked to perform tasks while being observed or recorded.
Methods:
Example: a 30-minute session with 5 users to test the mobile checkout experience.
Use tools like:
Example: users give opinions after using the site, pointing out confusing elements or moments of delight.
UX experts evaluate the interface using formal methods:
Example: an expert audit highlights poor button visibility, unclear labels, or inconsistent navigation.
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.
Consider:
Often, a hybrid strategy—combining user testing with expert reviews—yields the best results.
Usability testing should be:
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.
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.
While there is no law that regulates usability per se, several regulations recognize its importance:
According to AGID guidelines, a public site should be:
Poor usability: a citizen wants to apply for a tax benefit, but the municipal website:
Good usability: the same service is available via:
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.
Define:
Use tools like Figma or Adobe XD to design user flows and interface layouts before coding.
Structure the site around user logic:
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;
}Test with real users before the site is live. Even testing with 5 users can uncover most major usability issues.
Usable websites use simple, direct, goal-oriented language.
Example:
A usable website must work well on all devices and load quickly. Use:
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.
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.
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.
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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