iKnow usability: A case study

University Sts Cyril and Methodius has recognized the need to modernize student activities within university management by introducing the iKnow system as a system delivering electronic student services since 2012. Yet, still some faculties rise the question whether iKnow will fully replace the outdated Student Services Desk. This largely depends on good usability. A case study on usability was performed on iKnow electronic services in order to improve the first software release from 2012. The results were used to improve the user interface and overall services in the second software release. The study shows that the “timing” and user satisfaction criteria were improved the most.