Investigation of Electronic Document Management System Usability across User Groups

Abstract The growing reliance on Electronic Document Management Systems (EDMSs) in public institutions necessitates an improved understanding of usability across diverse user groups. This study evaluates the perceived usability of a widely deployed commercial EDMS used in a public university context by examining differences across gender, age, personnel type (academic/administrative), education level, and prior EDMS experience. A mixed-methods design integrates objective task-based performance measures (completion, time, and perceived difficulty) and the System Usability Scale (SUS-TR) with qualitative feedback collected via open-ended questions. Overall, users valued the system’s contribution to streamlining document workflows; however, they reported notable usability barriers, particularly related to complexity and navigation. No significant differences were observed by gender, age category, or prior EDMS experience, whereas administrative staff and participants with higher education levels reported higher SUS scores. The mean SUS score (53.25) indicates below-average perceived usability when interpreted against established benchmarks, suggesting the need for targeted usability improvements. Qualitative feedback further highlights the need to simplify interaction flows – particularly around document search, dispatch, and leave management – and to enhance training and support resources to address recurring usability issues and reduce user errors. The study offers actionable recommendations for improving EDMS usability in public institutions and underscores the importance of user-centred design in digital transformation initiatives.