Digital system success does not guarantee user satisfaction, expert says

Assistant Professor of Software Engineering Ahmed Al-Harithi responded to the question of whether the success of a digital system means user satisfaction, saying: "No, because there are important factors to consider, such as whether the system functions correctly and whether the available steps are easy enough for users to complete their tasks."

Speaking in a phone interview with Al Ekhbariya Radio, Al-Harithi noted that, from a technical perspective, for any digital service to be successful, it must be designed for ease of use so users can achieve their desired outcomes.

Al-Harithi stressed that this approach is reflected in the methodology of the Digital Government Authority, which has a digital experience index measuring aspects of user experience, including information quality, support, and complaint handling.

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