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The paper critiques the use of traditional usability metrics like System Usability Scale (SUS) and Net Promoter Score (NPS) in evaluating enterprise cloud solutions, highlighting their inadequacies in capturing the complexity of user experience. It introduces an alternative framework called System Usability Matrix (SUM) tailored for enterprise cloud contexts. SUM emphasizes the importance of considering both objective and subjective metrics to assess usability effectively. SUM highlights the need to move towards context-driven and user-centric approaches to measure usability in the enterprise cloud industry.

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Moving Beyond SUS and Other Lazy Metrics: Redefining Usability of Cloud Solutions

  • 会议论文

  • 发表日期：

    2025年

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  • Vanshika Sanghi,
  • Sparshad Kasote,
  • Santhosh Rao

摘要

The paper critiques the use of traditional usability metrics like System Usability Scale (SUS) and Net Promoter Score (NPS) in evaluating enterprise cloud solutions, highlighting their inadequacies in capturing the complexity of user experience. It introduces an alternative framework called System Usability Matrix (SUM) tailored for enterprise cloud contexts. SUM emphasizes the importance of considering both objective and subjective metrics to assess usability effectively. SUM highlights the need to move towards context-driven and user-centric approaches to measure usability in the enterprise cloud industry.