Multidisciplinary criteria for the quality of e-learning services design

A number of factors can affect the quality of user experience within a service, for example, the public who accesses the service, the environment, the laws governing the provision of this service and where, etc. The combination of these possible uses characterizes the configuration of a service. This paper presents a strategy for decision making based on multidisciplinary criteria, entitled MPS-USE, that was developed to assist providers to configure services that offer quality in user experience. MPS-USE is based on 5 pillars: elements of user experience, human values; multicriteria approach; participative project; and quality model. The purpose of this article is to describe how the MPS-USE strategy was applied in a University setting to evaluate the configuration of an online course. The configuration considered the pedagogical practices and user experiences of this University to access the course. Results showed that the service configuration composed of multicriteria aligned with the interests of decision makers. In addition, students’ comments suggest that practices to implement configurations can be more appropriate to their needs. Finally, it was possible to verify if the configuration analyzed was in agreement with the interests of the decision makers.