Proposal for the formalization of the usability laboratory processes through a service life cycle

Abstract

Among the objectives of any IT company is to offer its customers products with a high degree of satisfaction, particularly those whose market is the area of usability and UX. Among these laboratories is the UsaLab Usability Laboratory of the Universidad Tecnológica de la Mixteca (UTM), which has a wide compendium of good practices to manage IT services, being the result of its great experience in various academic and commercial projects at a national and international level. Following up on continuous improvement, it is necessary to update these good practices, because the laboratory processes have been transformed, as a result of current market needs. That is why this research shows the work carried out in the formalization of the processes, and that it is aimed mainly at laboratory personnel, allowing to improve the effectiveness and efficiency of the services offered. In addition, it is intended to make this a guide for those usability laboratories that wish to offer services at a commercial level.