Perceived software usability and usability-related stress in German craft enterprises.

Abstract

Digitalisation is reaching German craft enterprises which must increasingly deal with complex software. The usability of the software is crucial for the effective use in everyday work and insufficient usability is associated with increased stress and strain. It thus seems necessary to identify possible usability-related stressors in craft-enterprise software. Here we examine how users evaluate the usability of craft-enterprise software and whether usability is associated with perceived work-related stress. To assess the perceived usability of German craft-enterprise software, an online survey was conducted with 161 participants from craft enterprises using a validated usability questionnaire based on ISO 9241-110. In addition, 26 guideline-based interviews were conducted to identify the experience of managers and employees with craft-enterprise software, possible usability-related stress and strain. Both studies show that craft enterprises use software but only to a limited extend. While back-office administrative processes are routinely supported by software, mobile software support to manage customer service is used less frequently. Increasing complexity of craft-enterprise software is posing growing demands on the users. Software usability was rated to be crucial in the online survey, but the available software is only rated to be acceptable. This was also reflected in the interviews. Participants described usability problems and their relevance as stressors during software use. In consequence, the users experience strain such as feeling overwhelmed and frustrated. It can be concluded that improving the usability of craft-enterprise software should reduce work-related stress and support craft enterprises to master the digitalisation process.