Short answer

When developing internal IT support systems, prioritize a user-centered approach like Design Thinking to ensure high usability and user acceptance, which are critical for operational efficiency.

Field
Innovation & Design
Source
Journal of Computing Research and Innovation (2026)
Method
Design Thinking methodology (Empathize, Define, Ideate, Prototype, Test) and System Usability Scale (SUS).
Sample
6 participants
Evidence
Strong effect

Employing a Design Thinking approach can lead to highly usable and effective digital systems for managing technical complaints and evaluating team performance. This innovation & design research insight is drawn from a 2026 study published in Journal of Computing Research and Innovation. Using Design thinking methodology (empathize, define, ideate, prototype, test) and system usability scale (sus). with 6 participants, researchers explored how this design variable affects real-world outcomes. The key design takeaway: When developing internal IT support systems, prioritize a user-centered approach like Design Thinking to ensure high usability and user acceptance, which are critical for operational efficiency.

Study
Innovation & DesignNew This WeekStrong effect

Design Thinking yields 'Best Imaginable' usability for IT complaint systems

Employing a Design Thinking approach can lead to highly usable and effective digital systems for managing technical complaints and evaluating team performance.

Journal of Computing Research and Innovation · 2026

01

Key Findings

  • 01The developed UI/UX prototype for the technical complaint logging and IT team performance evaluation system achieved an average SUS score of 84.58.
  • 02The average SUS score of 84.58 falls into the 'Best Imaginable' usability category.
02

Application

Design takeaway

When developing internal IT support systems, prioritize a user-centered approach like Design Thinking to ensure high usability and user acceptance, which are critical for operational efficiency.

How to apply

Implement a Design Thinking process for any internal system development project, ensuring thorough user research, prototyping, and usability testing with representative users.

Project actions

  • 01Clearly document each stage of your Design Thinking process (empathize, define, ideate, prototype, test).
  • 02Use quantitative measures like the System Usability Scale (SUS) to objectively assess the usability of your designs.
03

Method & Evidence

AimTo design and evaluate the usability of a web-based system for logging technical complaints and evaluating IT team performance using the Design Thinking methodology.
MethodDesign Thinking methodology (Empathize, Define, Ideate, Prototype, Test) and System Usability Scale (SUS).
ProcedureThe study followed the five phases of Design Thinking to develop a UI/UX prototype for a technical complaint logging and IT team performance evaluation system. The usability of the prototype was then assessed using the System Usability Scale (SUS) with participants.
Sample6 participants
ContextInternal IT operations within a public health department.

Variables

IVDesign Thinking methodology.
DVUsability of the web-based system (measured by SUS score).
CVNumber of IT personnel at the organization, type of technical complaints.
04

Strengths & Limitations

Strengths

  • +Rigorous application of the Design Thinking framework.
  • +Quantitative measurement of usability using a recognized scale (SUS).

Limitations

A small sample size may not fully represent the diversity of user needs or potential issues within a larger user base.

Reliability & validity

The use of the standardized SUS questionnaire enhances the reliability and validity of the usability findings. However, the small sample size may limit external validity.

Think critically

How might the 'empathize' and 'define' stages of Design Thinking have specifically contributed to the high usability score achieved in the 'test' phase?

05

Design Principles

"Iterative user-centered design processes, such as Design Thinking, are essential for creating effective and usable digital tools that address specific organizational challenges."

This research demonstrates that a user-centered design process, specifically Design Thinking, can directly address operational inefficiencies in IT support. By focusing on user needs and iterative testing, designers can create solutions that are not only functional but also highly accepted by end-users, leading to improved service delivery and data-driven performance insights.

06

What This Means for Your Design

Using a step-by-step creative process called Design Thinking helped make a new computer help desk system really easy and good to use, so much so that users thought it was the best it could possibly be.

How to use in your project

  • 1.Reference this study when justifying the use of Design Thinking for problem-solving in your design project.
  • 2.Use the SUS score as an example of a strong usability outcome achievable through effective design.
07

Add to My Project

08

Quick Cite

Paragraph starter

The application of Design Thinking in this research resulted in a web-based system for technical complaint logging and IT team performance evaluation that achieved a System Usability Scale (SUS) score of 84.58, categorized as 'Best Imaginable'. This highlights the efficacy of iterative, user-centered design in creating highly usable and effective solutions for organizational challenges.

09

Source

Journal of Computing Research and Innovation

UI/UX Design for Web-Based System of Technical Complaint Logging and IT Team Performance Evaluation using Design Thinking Method at Bandung City Health Office

journal · 2026

View source

Questions About This Research

What does the research say about design thinking yields 'best imaginable' usability for it complaint systems?
When developing internal IT support systems, prioritize a user-centered approach like Design Thinking to ensure high usability and user acceptance, which are critical for operational efficiency. Evidence: Journal of Computing Research and Innovation (2026).
Why does "Design Thinking yields 'Best Imaginable' usability for IT complaint systems" matter for design?
This research demonstrates that a user-centered design process, specifically Design Thinking, can directly address operational inefficiencies in IT support. By focusing on user needs and iterative testing, designers can create solutions that are not only functional but also highly accepted by end-users, leading to improved service delivery and data-driven performance insights.
How can designers apply this research?
When developing internal IT support systems, prioritize a user-centered approach like Design Thinking to ensure high usability and user acceptance, which are critical for operational efficiency.
What were the main findings?
The developed UI/UX prototype for the technical complaint logging and IT team performance evaluation system achieved an average SUS score of 84.58.. The average SUS score of 84.58 falls into the 'Best Imaginable' usability category.
What research method was used?
Design Thinking methodology (Empathize, Define, Ideate, Prototype, Test) and System Usability Scale (SUS). with 6 participants.
How strong is the evidence?
Evidence strength is rated Strong effect, based on a 2026 journal from Journal of Computing Research and Innovation.
What should I do differently in my next project?
Implement a Design Thinking process for any internal system development project, ensuring thorough user research, prototyping, and usability testing with representative users.
What are the limitations?
The study was conducted with a small sample size (six participants) within a single organization, potentially limiting the generalizability of the findings to other contexts.