{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,30]],"date-time":"2026-07-30T16:01:05Z","timestamp":1785427265090,"version":"3.56.0"},"reference-count":60,"publisher":"MDPI AG","issue":"6","license":[{"start":{"date-parts":[[2026,6,17]],"date-time":"2026-06-17T00:00:00Z","timestamp":1781654400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"name":"PRR","award":["PRR-C05-i03-I-000233-LA7.2; LA7.5; LA7.6"],"award-info":[{"award-number":["PRR-C05-i03-I-000233-LA7.2; LA7.5; LA7.6"]}]},{"DOI":"10.13039\/501100001871","name":"Funda\u00e7\u00e3o para a Ci\u00eancia e Tecnologia","doi-asserted-by":"publisher","award":["UID\/06407\/2025, UID\/PRR\/06407\/2025; UID\/PRR2\/06407\/2025; UIDP\/04630\/2020; UIDB\/04470\/2020"],"award-info":[{"award-number":["UID\/06407\/2025, UID\/PRR\/06407\/2025; UID\/PRR2\/06407\/2025; UIDP\/04630\/2020; UIDB\/04470\/2020"]}],"id":[{"id":"10.13039\/501100001871","id-type":"DOI","asserted-by":"publisher"}]},{"award":["UID\/06407\/2025, UID\/PRR\/06407\/2025; UID\/PRR2\/06407\/2025; UIDP\/04630\/2020; UIDB\/04470\/2020"],"award-info":[{"award-number":["UID\/06407\/2025, UID\/PRR\/06407\/2025; UID\/PRR2\/06407\/2025; UIDP\/04630\/2020; UIDB\/04470\/2020"]}],"id":[{"id":"https:\/\/ror.org\/00snfqn58","id-type":"ROR","asserted-by":"publisher"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Information"],"abstract":"<jats:p>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\u2013satisfaction 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.<\/jats:p>","DOI":"10.3390\/info17060606","type":"journal-article","created":{"date-parts":[[2026,6,18]],"date-time":"2026-06-18T00:49:42Z","timestamp":1781743782000},"page":"606","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":0,"title":["A Multimethod Framework for Evaluating Institutional Website Usability: Integrating Kano, WebQual 4.0, QFD and Heuristic Analysis"],"prefix":"10.3390","volume":"17","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-7818-7325","authenticated-orcid":false,"given":"Daniel","family":"Raposo","sequence":"first","affiliation":[{"name":"ReThink\u2014Centro de Investiga\u00e7\u00e3o em Design para o Territ\u00f3rio & Polytechnic Institute of Castelo Branco, 6000-084 Castelo Branco, Portugal"},{"name":"CIAUD\u2014Centro de Investiga\u00e7\u00e3o em Arquitetura, Urbanismo e Design, Lisbon School of Architecture, Universidade de Lisboa, 1349-063 Lisboa, Portugal"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"F\u00e1tima","family":"Ver\u00edssimo","sequence":"additional","affiliation":[{"name":"CIAUD\u2014Centro de Investiga\u00e7\u00e3o em Arquitetura, Urbanismo e Design, Lisbon School of Architecture, Universidade de Lisboa, 1349-063 Lisboa, Portugal"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-1721-9813","authenticated-orcid":false,"given":"Teresa","family":"Paiva","sequence":"additional","affiliation":[{"name":"BRIDGES\u2014Biotechnology Research, Innovation and Design for Health Products, Polytechnic Institute of Guarda, 6300-559 Guarda, Portugal"},{"name":"NECE\u2014Research Centre in Business Sciences, University of Beira Interior, 6200-209 Covilh\u00e3, Portugal"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jo\u00e3o","family":"Neves","sequence":"additional","affiliation":[{"name":"ReThink\u2014Centro de Investiga\u00e7\u00e3o em Design para o Territ\u00f3rio & Polytechnic Institute of Castelo Branco, 6000-084 Castelo Branco, Portugal"},{"name":"CIAUD\u2014Centro de Investiga\u00e7\u00e3o em Arquitetura, Urbanismo e Design, Lisbon School of Architecture, Universidade de Lisboa, 1349-063 Lisboa, Portugal"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-0714-3410","authenticated-orcid":false,"given":"Teresa","family":"Felgueira","sequence":"additional","affiliation":[{"name":"CITUR\u2014Centre for Tourism Research, Development and Innovation, School of Technology and Management, Polytechnic Institute of Guarda, 6300-559 Guarda, Portugal"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"1968","published-online":{"date-parts":[[2026,6,17]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"197","DOI":"10.21831\/informasi.v53i2.60579","article-title":"The government website as user\u2019s information source: A model of user satisfaction, information, and system quality","volume":"53","author":"Ernungtyas","year":"2024","journal-title":"Informasi"},{"key":"ref_2","doi-asserted-by":"crossref","first-page":"945","DOI":"10.5267\/j.ijdns.2022.2.002","article-title":"The effect of e-service quality on user satisfaction and loyalty in accessing e-government information","volume":"6","author":"Noor","year":"2022","journal-title":"Int. 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