Evaluating Usability and Clustering of SILCARE System for MSME Shipping: A Data-Driven Approach Using SUS and User Behavior Analysis

Abstract

The SILCARE system is a digital logistics platform designed to optimize shipping operations for Micro, Small, and Medium Enterprises (MSMEs). This study evaluates its usability and user behavior patterns through System Usability Scale (SUS) assessments and clustering analysis. The research involved 100 SME users performing key system tasks such as registration, product management, and order confirmation. The SUS results showed a significant usability improvement, with the pre-test score of 74.5 (B grade) increasing to 90.25 (A grade) in the post-test, indicating enhanced user experience. User interaction data analysis revealed that registration took an average of 7.11 minutes, product addition 8.91 minutes, and order confirmation 5.15 minutes. Clustering using DBSCAN identified four distinct user groups, highlighting behavioral differences, where 37% of users struggled with complex tasks while 25% displayed balanced engagement. These findings inform targeted system improvements, such as simplifying workflows for new users and enhancing features for power users. The novelty of this study lies in integrating usability testing with behavior-driven clustering to refine a logistics platform tailored to MSMEs. By leveraging data-driven insights, the SILCARE system contributes to digital transformation in MSME logistics, improving operational efficiency and user satisfaction The paper explores the development process of the system, starting from the requirements gathering phase, where user needs were identified through extensive surveys and interviews with stakeholders. The iterative prototyping method allowed for the creation of an initial version of the system that was refined based on user feedback, ensuring that the final product met both functional and usability standards. The SILCARE system holds substantial promise for MSMEs, offering a digital solution for streamlining logistics and shipping processes and contributing to the overall success of small businesses.