Utvärdering av användbarheten i elektronisk fakturahantering – en fallstudie hos Plusenergi

Abstract

Experts predict that e-billing will change the way companies interact with their customers. Sending bills electronically has the potential to give companies substantial economical benefits and the opportunity to improve customer-service. Consumers however, have been slow to embrace e-billing due to problems with usability. For that reason, the purpose of this thesis is to evaluate the usability of Plusenergi´s e-billing system and give suggestions on how improvements can be made. In order to do this, a frame of reference concerning usability-theories and methods of evaluation is used. The usability framework consists of six dimensions; simplicity, reliability, control, effectiveness, visual clarity and attitude. The method in this study includes interviews and user-observations with questionnaires. The study shows that Plusenergi´s ebilling system is reliable and give the user a sense of control, but more can be done to improve the flexibility. The results also show that the system is fairly easy to use and easy to learn but not efficient enough. This is partly due to defective design and the lack of available functions. The attitude towards the system is positive however, which is a good sign for the future of e-billing.