Digital Transformation and Usability: User Acceptance of Tawakkalna Application During Covid-19 in Saudi Arabia

Sammar Saad AlGothami () and Saqib Saeed ()
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Sammar Saad AlGothami: College of Computer Science and Information Technology, Imam Abdulrahman Bin Faisal University
Saqib Saeed: College of Computer Science and Information Technology, Imam Abdulrahman Bin Faisal University

A chapter in Pandemic, Lockdown, and Digital Transformation, 2021, pp 95-109 from Springer

Abstract: Abstract This study is an empirical, cross-sectional study, to evaluate and measure the user experience while using the Tawakkalna (Covid-19 KSA) mobile application in a nonexperimental way by collecting questionnaire (survey) from the intended users all over KSA. The outbreak of the Covid-19 pandemic had forced the world’s governments to take action in preventing the spread of the coronavirus disease. The National Information Center has created the Tawakkalna (Covid-19 KSA) mobile application for that specific purpose. This study uses an online user experience questionnaire (UEQ) among 87 participants (75 participants who had prior experience in the Tawakkalna (Covid-19 KSA) application) from KSA with both Arabic and English versions of UEQ. The results showed that the attractiveness of the application was good with score of 1.51 > 0.8, the pragmatic quality aspects (perspicuity, efficiency, and dependability) scales were good with score of 1.55 > 0.8, and hedonic quality aspects (Novelty and Stimulation) scales were good with score of 1.21 > 8. While the comparison of the evaluated product (Tawakkalna (Covid-19 KSA) mobile application) results with the benchmark data, it classifies the evaluated product relative quality to the other products as “above average” for attractiveness, perspicuity, and novelty and “good” for efficiency, dependability, and stimulation. Even though the results showed a good user experience in total, we can see that hedonic quality aspects (novelty and stimulation) scales were the areas where the user experience had its lowest scores. We recommend the Tawakkalna (Covid-19 KSA) mobile application developers to improve the interface look, as most of the negative replies were related to the design being usual.

Keywords: Digital transformation; Usability; Saudi Arabia; Design implications; User studies (search for similar items in EconPapers)
Date: 2021
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DOI: 10.1007/978-3-030-86274-9_6

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