Digital system success does not guarantee user satisfaction, expert says
Software engineering expert Ahmed Al-Harithi explains that a digital system’s success does not always mean users are satisfied.
Digital system success does not always guarantee user satisfaction, according to software engineering expert Ahmed Al-Harithi. Assistant Professor of Software Engineering, Al-Harithi responded to the query of whether a digital system's success equates to user satisfaction. He stated that success is not solely dependent on the system's functionality or the ease of completing tasks for users.
Speaking on Al Ekhbariya Radio, Al-Harithi emphasized that a digital service must be designed with user ease-of-use in mind for it to be deemed successful. From a technical standpoint, any digital system should be user-friendly, enabling users to achieve their desired outcomes.
Al-Harithi highlighted that this approach is an integral part of the methodology followed by the Digital Government Authority. This authority employs a digital experience index to measure various aspects of user experience, including information quality, support, and complaint handling.
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