User-centric usability evaluation for enterprise 2.0 platforms: A complementary multi-method approach

Enterprise 2.0 projects offer a great potential for enabling the effective identification, generation and utilization of information and knowledge within complex organizational processes; and have a deep impact on organizational changes. This paper focuses on a usability methodology, whereby the critical success factors include (i) efficient organization, (ii) guided by organizational needs, (iii) dealing with organizational complexity, and (iv) providing end user requirements. We present a complementary multi-method approach of user-centric usability evaluation methods including eye tracking, heuristic evaluation and a feedback blog. This evaluation approach in combination with continuous user training allows comprehensive enhancement of ability and motivation of the users, which leads to excellent project performance.