Developing a European Internet and Kiosk-based Health Information System

(2000) " A two factor theory for website design ". Jordan Journal of the Arts 609 claim usability of Princess Noura University website are positively associated with its attractiveness (Hypothesis 1), controllability and navigation (Hypothesis 2) and helpfulness (Hypothesis 4) are rejected. Students and faculty members participating in the study clearly stated their wish for a more usable website that considers their needs as a main priority in its design. On the other hand, the study investigated the current design practices of Princess Noura University website through semi-structured interviews with the designing team of the website. Results revealed that the design approach implemented in Princess Noura University website emphasizes technology with the development as the focal point. Also, specialists may work in isolation, with their efforts being brought together towards the end of the website launching. Since usefulness is the principal reason for accessing and eventually accepting the website, involving users in the design process one way or another has been shown to lead to developing more usable satisfying designs. Studies indicated that the user-centred design approach is user-driven rather than technology-driven (Pearrow 2000: 31-4). User Centred Design is concerned with the user's perspective of the system and involving the user in the design process from the early stages ensures the best possible user experience and the development is aimed at helping users accomplish their tasks. The ways in which users participate can vary. At one end of the spectrum involvement may be relatively light; they may be consulted about their needs and may observe and participate in usability testing. Thus, it is crucial that a user centred design approach be adopted when developing a university website's content and interaction capabilities. Therefore, it is recommended to redesign the Website of Princess Nora University considering the involvement of users intensively at early stages in the design process having them participate throughout the design process as partners in the design. Also university website designers should ensure a consistent, positive user experience of the University website by improving the user interface, navigation and information architecture of the top levels of the site, based on an analysis of business and user needs. Abu Hasna 608 Thus, the results indicated that all the interviewed team had an information technology or computer science background and experience. And their role is mainly focusing on the technical issues emerging after launching the website. Considering the user involvement, 5 …

claim usability of Princess Noura University website are positively associated with its attractiveness (Hypothesis 1), controllability and navigation (Hypothesis 2) and helpfulness (Hypothesis 4) are rejected.
Students and faculty members participating in the study clearly stated their wish for a more usable website that considers their needs as a main priority in its design.
On the other hand, the study investigated the current design practices of Princess Noura University website through semi-structured interviews with the designing team of the website.Results revealed that the design approach implemented in Princess Noura University website emphasizes technology with the development as the focal point.Also, specialists may work in isolation, with their efforts being brought together towards the end of the website launching.
Since usefulness is the principal reason for accessing and eventually accepting the website, involving users in the design process one way or another has been shown to lead to developing more usable satisfying designs.
Studies indicated that the user-centred design approach is user-driven rather than technology-driven (Pearrow 2000: 31-4).User Centred Design is concerned with the user's perspective of the system and involving the user in the design process from the early stages ensures the best possible user experience and the development is aimed at helping users accomplish their tasks.The ways in which users participate can vary.At one end of the spectrum involvement may be relatively light; they may be consulted about their needs and may observe and participate in usability testing.Thus, it is crucial that a user centred design approach be adopted when developing a university website's content and interaction capabilities.Therefore, it is recommended to redesign the Website of Princess Nora University considering the involvement of users intensively at early stages in the design process having them participate throughout the design process as partners in the design.Also university website designers should ensure a consistent, positive user experience of the University website by improving the user interface, navigation and information architecture of the top levels of the site, based on an analysis of business and user needs.Thus, the results indicated that all the interviewed team had an information technology or computer science background and experience.And their role is mainly focusing on the technical issues emerging after launching the website.
Considering the user involvement, 5 out of 6 of the designers indicated that overall the users involvement in Princess Noura University website design are considered to be very poor.Only one pointed out that it is average.Also all the interviewed team pointed out that the website is technology, business-driven, and users' feedback is not considered in the website development.In addition, they mentioned that users did not participate in any assessment to provide formative or summative feedback during the design process.Considering the design aspects, 4 out of the six team members interviewed indicated that the attractiveness of the pages is not as important as their functionality.And feedback from users after launching is only considered if pointing to functionality issues and not attractiveness.

Discussion and Conclusion
A university`s website is becoming key components for its survival in the globalized world.It is considered to be a cost-efficient and timely method to communicate with its stakeholders.
Studies mentioned earlier underline the vitality of the usability issue for the websites.Usability has assumed a great deal of importance in terms of satisfying website users' needs and expectations.According to Gutierrez-Garcia (2008), usability of the website plays a central role in establishing a healthy communication between the university and its stakeholders.The healthy communication between the university management and the stakeholders can undoubtedly contribute to well governance of the university in many ways.
Mixed method qualitative and quantitative approaches were used to collect data in this study.The usability of Princess Noura University website was measured using WAMMI tool considering five factors of usability: attractiveness; controllability, helpfulness, efficiency and learnability.In addition to the usability test conducted which takes into account the following factors: clarity, readability, navigation, and ease of use.Results showed that the user acceptance of Princess Noura University is poor.Three of the five usability factors of WAMMI test are negatively related with usability perception conflicting with what was hypothesized in the underlying theory.Research hypotheses that claim usability of Princess Noura University website is positively associated with its efficiency (Hypothesis 3), and learnability (Hypothesis 5) However, the hypotheses that "The theme and template is consistent"."Symbols are recognizable by Princess Noura University users".
"Images used are provided by the public relations with the content required to be published and the users never get involved in that selection"."For the first year of launching the website, it was only available in Arabic after that the English version has been developed and lately the French version is working" "The real estate page has been used wisely" "The information is organised in multiple ways but depends on the user's ability to use the website" "Princess Noura University website users are not considered in the design process as we are using the template and not updating it according to users demand or feedback" "A template provided by the design company and the users did not have any involvement in the design made" "The website is designer-centred" "We had nothing to do with the layout -once the template has been approved and the design" company launched it we only developed it by adding multiple languages" "We are focusing on the functionality more than the aesthetics aspects" "The website allows high speed download but it depends on the internet speed of the user" "Most of the instructions are short and require less than 30 seconds to read" "The navigation memory of the site is good" "The search capability of the website is satisfactory" "The items are grouped together and groups differentiated by colour, size, or location" "The content is understandable and clear, users are mostly able to get the desired information when they visit the site" "The design of the website is technology-driven" 30 faculty members were able to ascertain the purpose of the site even before they checked the site.

Usability of Home Page
Students' ratings of usability of Home Page varied from very poor to average.Among student participants 15 students considered user satisfaction to be very poor.10 students rated usability as average.5 students rated it as poor.
Faculty members' ratings of usability of Home Page varied from average to good.

Usability of Student Services Page
Among students, 20 participants rated usability of student services page to be average while 10 participants rated it as poor.All faculty members were quite content with the usability of these pages.

Usability of Academic Programs Page
Among students, 15 participants rated usability of academic programs page to be average while 15 participants rated it above average.All faculty members were quite content with the usability of these pages.

Usability of the Contact Page
Faculty members were pleased with the contacts page.While10 students rated it as very poor.

Navigation within the Website
Participating students felt that the website was easy to use with the exception of 10 students who responded "No".However, faculty members were quite happy with navigating within the pages.

Overall Usability of Website
26 students were not happy with the overall usability of Princess Noura University website while 20 faculty members rated it as average.

Designers Semi-Structured Interviews
Below are some of the answers gathered from participants in response to the interview questions:

Hypothesis testing
The five hypotheses were tested using the regression analysis.The five factors of WAMMI test were aggregated before feeding in regression equations.
The arithmetic average of each factor and its logarithms were calculated.The results of WAMMI test are presented in Table 1  Three of the factors are negatively related with usability perceptions and not as it is hypothesized in underlying theory.Hypothesis 1, Hypothesis 2, and Hypothesis 4 are rejected.However, Hypothesis 3 and Hypothesis 5 are accepted.

Purpose of the Website
25 out of the 30 students were able to decipher the purpose of the site right away.Only 5 students took 10 seconds to understand the site's purpose.All the pertaining to the objectives of this study.Each scenario was written with the intention of placing the participant in a role-play situation where an individual could easily imagine oneself in that situation and realistically look for the requested information.For each scenario five minutes were given to the participants to complete their tasks.On completion of the task, the participants were asked to respond to the usability testing questionnaire.

Semi structured interviews with Princess Noura University Web Designers
Qualitative interviews were carried out with all the design team working on designing Princes Noura University website (the team consist of six web designers).The semi structured interviews with the designers aim to understand the current website design practices applied in Princess Noura University.The questions address the following main topics: 1) User involvement: measuring the extent of user involvement in the design process and determining whether user assessment or any usability testing has been conducted during the design process clarifying when and how; 2) Design team: designers' background and the roles of the design team; 3)Design elements.
The duration of the interviews was 30 minutes for each participant, and interviews were conducted at their work places.The interview transcripts were analysed using NVIVO computer aided data analysis software which help users to organize and analyze non-numerical or unstructured data.

Study Hypothesis
The study assumed that all five of the assumed usability factors are positively associated with the usability of Princess Noura University website.

Methodology
Data were collected using a mixed methods research design.The overall purpose and central premise of mixed methods is that the use of quantitative and qualitative approaches in combination may provide a better understanding of research problems and complex phenomena than either approach alone (Creswell and Plano Clark, 2007).Data were collected by conducting 1) WAMMI (Website Analysis and Measurement Inventory) with students and faculty members; 2) conducting Usability Testing of Princes Noura University Website with students and faculty members; 3) and making Semi structured interviews with Princess Noura University website designers.

WAMMI (Website Analysis and Measurement Inventory)
Primary users of Prinecss Noura University website, who are students and faculty members, were asked to assess its usability using WAMMI questionnaire considering the following five factors: attractiveness, controllability, efficiency, helpfulness, and learnability.The sample size is 300 participants comprising 150 students and 150 faculty members.Participants were randomly selected.The report of the questionnaire was generated to each 30 separately and then results where combined and studied together.This was done due to the limitation of the tool as it is restricted to 30 participants.

Usability Testing of Princess Noura University Website
Usability test has been conducted with 30 faculty member and 30 students in Princess Noura University.The usability test consists of four testing scenarios.
Each scenario contains a set of tasks all relating to the general theme and situation of the scenario.Scenario 4: Finding out the ease of searching using the website The scenarios were designed to evaluate the intricacies of participant behaviour and thought and were designed to answer specific usability questions Group in Cork, Ireland in 1999, and as it was adopted to evaluate the usefulness of the websites.It consists of five factors: attractiveness, controllability, efficiency, helpfulness, learnability.
WAMMI was selected as a tool to be used in the present study because it was proved to be a convenient and cost-effective method of assessing the value and usefulness of websites.WAMMI results correlate well with both user-based usability assessment and expert-based heuristic evaluation data (Moore et al., 2001).

User Centred Design
Preece (1995) indicated that a user-centered design is a participant design in which users are invited to participate in the entire design process.ISO 13407 explains how to achieve quality in use by incorporating user centred design activities throughout the life cycle of interactive computer-based systems.Usercentred design is a multi-disciplinary activity, which incorporates human factors and ergonomics knowledge and techniques with the objective of enhancing effectiveness and productivity, improving human working conditions, and counteracting the possible adverse effects of use on human health, safety and performance.There are four user centred design activities that need to take place at all stages during a project.These are to: 1) Understand and specify the context of use; 2) Specify the user and organisational requirements; 3) Produce design solutions; and 4) Evaluate designs against requirements.Preece (1995) formulated four design principles to engage users: (1) focus on users and their needs; (2) focus on the functions to satisfy the needs after completing the analyses of user tasks and task environment; (3) execute a formative evaluation in order to ensure that the system's functions meet the users' needs; and (4) use an iterative redesign cycle.
The user-centered design approach leads to the development of products that are more effective, efficient, and safe.The involvement of users in the design process ensures that the product will be suitable for its intended purpose in the environment in which it will be used.Kravetz (2005) emphasized the importance of understanding users in order to build better products.Also Pearrow (2007) confirmed that a user-centered design is the central issue of web usability, which is based upon the user information.In addition, Lazar (2006) emphasized that in order to maximize the value of the user experience of a website the user needs should be the central issue of the website's design, from its conception to its implementation and management.
learnability users feel they are able to start using the site with the minimum of introductions, and everything is easy to understand from the start.In the websites with low learnability users feel that the website may be using concepts or terminologies which are unfamiliar and need more explanations.
According to the International Organization for Standardization (ISO) efficiency refers to the resources used in completing a task (ISO, 1998).Lee and Kozar (2012) define website efficiency as a representation of resources expended in relation to achieving goals while visiting a website.Users believe that the website is of high efficiency if they can quickly locate and do what is of interest to them effectively and the website responds at a reasonable speed.
Moreover, McLaughin and Skinner (2000) have listed six related but distinct components for determining the usability of a website.They are: 1) Checkability: The system has or allows checks that ensure the correct information is going in and going out of it; 2) Confidence: Users have confidence both in their capability to use the system and in the system itself; 3) Control: Users have control over the operation of the system, particularly of the information fed into and out of the system; Controllability is also defined by Seffah et.al. (2006) in terms of whether users feel that they are in control of the software product.The website is considered to be well on controllability if users most probably believe they can navigate around the website with ease and achieve what they want to do.
Poor controllability of a website usually means a poorly organized site that disrupts the way users normally expect to do things; 4) Ease of Use: The system is easy to use; 5) Speed: The system can be used quickly; 6)Understanding: The system and its outputs are understandable.
Additionally, Zhang et. al (2000) pointed out that considering the attractiveness in designing a website could improve the degree of users' satisfaction.Attractiveness is the capability of the software product to be attractive to the user (e.g., through use of color or graphic design; ISO/IEC 9126-1, 2001).Tan and Wei (2006) suggested that the graphical representations such as icons, colors, images and animations, give the website higher attractiveness.
Considering the assessment tools which could be used for testing the usability of websites, Claridge and Kirakowski (2011) 2010) assess the usability of Uludag University website and conclude that there are differences between the responses of males and females to usability.In addition, Bautista et. al (2010) studied the challenges encountered by users at four different universities during their attempt to complete the tasks in three areas, namely, content presentation, information structure, and navigation.
Thus, as indicated by Yan and Guo (2010), website design should satisfy the user's specific needs and ensure that users are pleased to successfully complete tasks with website.
According to Dumas & Redish (1993), Usability testing aims to achieve the following goals: 1) To improve the product's usability; 2) To involve real users in the testing; 3) To give the users real tasks to accomplish; 4) To enable testers to observe and record the actions of the participants; and 5) To enable testers to analyze the data obtained and make changes accordingly;

Usability Testing Factors
According to Powell (2000) one should consider the following usability guidelines for determining the usability of a website: 1) Learnability--How easy it is to learn to use it?2) Rememberability--How easy it is to remember how to use it?3) Efficiency of use--How much work does it require the user to do? 4) Reliability in use--Does it work correctly and does it help users to perform tasks correctly?5) User Satisfaction--Is the user generally satisfied as a result of using the site?
There are numerous studies that identify learnability as a key attribute of the usability (Nielson, 1993).Based on Nielson's usability model (1993), learnability refers to how easy it is for users to learn a system.In the websites with high implementing the user-centred design approach, where users are involved in the development process, and in essence they are co-designers.As indicated by Preece, et. al, (2002), user involvement leads to a sense of ownership of the final product that often results in higher customer satisfaction and smoother integration of the product into the environment.Therefore, the present study investigated the extent to which users were involved in the design process of Princess Noura University website in order to understand the way user involvement in the design process could affect the usability testing results.

Aims and objectives
This study aims to understand the current design practices implemented in designing Princess Noura University website www.pnu.edu.sa and tests its usability.This study is significant because of the lack of studies on the design of university websites in Saudi Arabia, and the results of this study are expected to provide guidance for developing better and more usable websites not only for Princess Noura University but for other institutions of higher education as well.
The objectives of the study are to:

Usability Testing
Usability is defined in ISO 9241 as "the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use".According to Nielsen (2003) usability is defined as "a quality attribute that assesses how easy user interfaces are to use.The word usability also refers to methods for improving ease-of-use during the design process."In addition, as stated by Sindhuja and Surajith (2009), usability refers to terms such as ease of use and ease of learning that imply providing users with systems requiring minimum cognitive and physical effort to accomplish their needs and expectations.Also, Nielsen (2000) argued that

H1:
Usability of Princess Noura University website is positively associated with its attractiveness; H2: Usability of Princess Noura University website is positively associated with its controllability (navigation); H3: Usability of Princess Noura University website is positively associated with its efficiency and consistency (Search); H4: Usability of Princess Noura University website is positively associated with its helpfulness (Help); H5: Usability of Princess Noura University website is positively associated with its learnability (Context and text).

Scenario 1 :
Finding out the effectiveness of the Home Page for clarity, readability, and efficiency Scenario 2: Finding out the effectiveness of the Student Services pages for clarity, readability, and efficiency Scenario 3: Finding out the effectiveness of the Academic Programs pages for clarity, readability, and efficiency a) Understand the extent to which users are involved in the process of designing Princess Noura university website; b) Assess the usability of Princes Noura University (PNU) website; and c) Propose a set of recommendations for designing University websites.
Yusof et.al (2010)ry).WAMMI was produced by the Human Factors Researchusability is an extremely important aspect of website design.In other words, as mentioned byYusof et.al (2010), the website usability is a test of the successfulness of the website's user in doing some task or finding information in