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Unformatted text preview: earch” option, the user was guided with an “alternative”. Overall, Amazon portal is a good example of robustness and supports the theory. System Utility According to Preece et al.,(1995) the term ‘utility’ refers to the functionality of a system or system efforts to improve ‘effectiveness’ and ‘efficiency’ which are clear and fundamental aims. System utility enables a system to manage and control system operation so that application software can perform a task successfully. Amazon portal found fully operational and functional. Users conducted multiple tasks without any hurdle and without any major difficulty. Users validated portal’s utility by testing full business life cycle of Amazon. No major error reported in portal that prevents the customer to carry out basic tasks, therefore, Amazon supports the theory. System Safety According to Preece et al.,(1995) the term ‘safety’ refers to its relation to computer systems which is a principal importance in the design of safety critical systems. The system safety concept describes a risk management strategy based on identification, analysis of possible hazards to system applications. Amazon is an online retail portal that provides variety of products to their valuable customers. The Amazon business nature is B2C. Since, shopping is a fundamental function of the portal; therefore Amazon offers very secure “transaction method”. The customer can add various products in “shopping cart”. In order to proceed with payment customer need to choose “proceed to checkout”. Amazon offers two options to choose and sign in, option 1) I am a new customer. Option 2) I am returning customer. “Sign in for using our secure server”. In order to finalize the payment, customer will provide credit card information. Amazon’s has ensured a highly secure method; therefore the portal fulfills all security measure to provide high level of system safety and supports the theory. 84 6.2 Cross Case Analysis The cross-case analysis has been done based on the within case analysis and in the order of research questions. The similarities and differences that were found from these cases will be presented in tables and discussed in detail. 6.2.1 Cross Case Analysis RQ. 1 Does the design of current WAP services contain major usability flaws? Factors that affect the quality of WAP services CNN Amazon Make careful use of graphics No Yes Avoid long lists No Yes Make important options visible to the user Yes Yes Provide clear, helpful and meaningful error messages No Yes Avoid dead ends No Yes Format and present content appropriately Yes Yes Offer consistency in navigation and naming of menu options Yes Yes Provide the user with sufficient prompting Yes Yes Minimize user input No Yes Structure tasks to aid the user's interaction with the system Yes Yes Learnability Yes Yes Efficiency of use Yes Yes Memorability Yes Yes Subjective satisfaction Yes Yes E-Navigation and Labeling Yes Yes Unnecessary browse time No Yes Minimize input No Yes Help Facility No Yes Table 6.1: Factors that affect the quality of WAP services 85 Make careful use of graphics The CNN.com portal contains high graphics and images, which took more time to down load pages. Specially, in task 2, the link CNN.com/LAW contains almost 9 different big and small images found which noticeably reduce the down loading time. Therefore, it does not support the theory. Whereas, Amazon portal has few heavy images which also optional, therefore use can skip them if he/she wish. Therefore Amazon portal supports the theory. Avoid long list The CNN portal have a very long list which take time in downloading as well as takes long time to scroll down. Furthermore, there were approx. 25 common menus starting from “World, U.S, Weather, Business, Sports, Law, video…up to contact us” which appears constantly under every links on every page. It creates a scrolling hurdle on every page; therefore CNN portal does not support the theory. However, Amazon WAP portal does not have such long lists therefore Amazon supports the theory. Make important options visible to the users In CNN portal all the important menus were highlighted and easily visible to the customers such as “World, U.S, Weather, Business, Sports, Law, video, Travel etc. therefore CNN portal fits with the theory. Similarly, Amazon also highlighted main options visible such as “Books, Electronics, Games, DVD’s” etc, therefore both portals supports the theory. Provide clear, helpful and meaningful error messages In CNN.com portal case, under cnn.com/VIDEO menu link, none of videos were operational. While, clicking on any video, it does not execute. In addition, it was even more frustrating that the portal could not even produces any error massage to guide the user about the possible reason of the failure. Therefore, CNN does not support the theory. Whereas, in Amazon case, the users could not face any difficulty and all links were fully operational therefore, Amazon.com portal supports the theory. Avoid dead ends In cnn.com/Travel link, there were several external links where customers can choose a travel...
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This document was uploaded on 12/31/2013.

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