Usability Evaluation of Communication Tools Used as Remote Support in Machine Service Industry: A Comparison between Microsoft Teams and Skype

Abstract

Due to pandemic Covid-19, there is an increase and rough transition into remote work. Communication tools/platforms are softwares used by industries to facilitate different functionalities like remote technical support and communication. Especially for service industries, coordinators and engineers adapted on using these tools to support internal and external communications. For a certain machine service company, Skype and Microsoft Teams are the main communication tools used. The objective of this study is to determine the usability/user experience of these tools of engineers and coordinators on their daily activities. System Usability Scale were used to evaluate their user experience. As interpreted using the Curved Grading Scale, only the use of Microsoft Teams of Coordinators is graded as D, and the rest are graded as F. Based on the results on the user experience of coordinators and engineers using platforms Microsoft Teams and Skype, the low scores show that they are struggling with the usability of these tools due to drastic change and adaptability and limitation of activities that these tools can only perform.