A Multimethod Framework for Evaluating Institutional Website Usability: Integrating Kano, WebQual 4.0, QFD and Heuristic Analysis
Daniel Raposo, Fátima Verı́ssimo, Teresa Maria Dias de Paiva, João Neves, Teresa Felgueira · Information · 2026
This study proposes a structured, replicable, multimethod framework for evaluating the usability of institutional information systems serving heterogeneous user groups. It addresses the limited integration of expectation–satisfaction analysis, perception-based quality assessment, and technical prioritisation by combining the Kano Model, WebQual 4.0, Quality Function Deployment (QFD), and heuristic evaluation within a unified workflow. The framework was applied to the Interior+ platform through a user survey (n = 40) and an expert heuristic inspection (n = 4). Results indicate that usability, responsiveness, and information clarity serve as basic (must-be) attributes, leading to high potential for dissatisfaction when performance is inadequate. In contrast, multimedia content and personalisation emerged as attractive attributes that enhance satisfaction without generating substantial dissatisfaction when absent. The integration of Kano, WebQual, and QFD enabled the systematic prioritisation of technical improvements, while comparison with expert evaluations revealed an 80% convergence between user-derived priorities and heuristic recommendations. The findings also highlight meaningful divergences between users and experts, particularly regarding information clarity, reinforcing the value of triangulated evaluation approaches. The study contributes a practical, operationalised protocol that integrates user perceptions, expert assessments, and decision-support tools to inform evidence-based usability improvements and the development of more inclusive, effective, and user-centred institutional digital platforms.