Software quality function deployment technology in support quality improving for IT-services digital accessibility standards
DOI:
https://doi.org/10.20535/SRIT.2308-8893.2026.2.03Keywords:
IT-service, Software Quality Function Deployment, accessibility standard, KPIs, users with disabilitiesAbstract
Improving the quality of IT services that support accessibility standards is a way to increase the inclusiveness level of digital content. Taking into account the individual requests of users with disabilities in the technical characteristics of software products ensures their digital accessibility. The goal of the article is to develop a comprehensive approach to the application of Software Quality Function Deployment (SQFD) technology to improve the quality of support for IT service accessibility standards. The SQFD method was implemented by using the developed ArtiHoQ software solution, which made it possible to establish connections between consumer quality indicators and technical characteristics of the service, as well as to determine the target values of technical characteristics. The proposed measures to improve technical characteristics were implemented on the example of the uRemediate IT service to ensure accessibility for the users with disabilities, which made it possible to come close to the target values for all key metrics, and significantly increase the comprehensive quality indicator.
References
ISO/IEC 25010:2023 Systems and software engineering — Systems and software Quality Requirements and Evaluation (SQuaRE) — Product quality model.
ISO/IEC 25023:2016 Systems and software engineering — Systems and software Quality Requirements and Evaluation (SQuaRE) — Measurement of system and software product quality.
ISO 16355-1:2021. Application of statistical and related methods to new technology and product development process. Part 1: General principles and perspectives of quality function deployment (QFD).
Ye. Zabolotnyi, (Scientific supervisor: I. Moshchenko), “Implementation of the SQFD model to ensure the quality of the IT services functioning,” Radio Electronics and Youth in the 21st Century. V. 4: Conference materials of the XXVIII International Youth Forum, 2024, pp. 204–206. doi: https://doi.org/10.30837/IYF.PDICIMT.2024.204
Y. Akao, Quality Function Deployment: Integrating Customer Requirements into Product Design. Cambridge, M.A: Productivity Press, 1990.
S. Mizuno, Y. Akao, Quality Function Deployment: A Comprehensive Approach to Quality Control. JUSE Press, 1978.
L. Cohen, Quality Function Deployment: How to Make QFD Work for You. Addison-Wesley, 1995. Available: https://archive.org/details/qualityfunctiond0000cohe
Y. Akao, G. Mazur, “The leading edge in QFD: past, present and future,” International Journal of Quality & Reliability Management, vol. 20, issue 1, pp. 20–35, 2003. doi: https://doi.org/10.1108/02656710310453791
T. Fehlmann, “Statistical Process Control for Software Development,” QFD Symposium 2009. Wolfsburg, 2009.
S. Liu, X. Xu, Z. Wang, “A SQFD Approach for Service System Design Evaluation and Optimization,” Proceedings of the 2009 International Conference on Interoperability for Enterprise Software and Applications China, Beijing, China, 2009, pp. 23–27. doi: https://doi.org/10.1109/I-ESA.2009.2
G. Herzwurm, S. Schockert, T. Tauterat, Quality Function Deployment in software development, 2015. Available: https://www.researchgate.net/publication/281839770
J. Krogstie, Using Quality Function Deployment in Software requirements specification, 2011. Available: https://www.researchgate.net/publication/267790720
O.G. Kharchenko, I.O. Galay, I.O. Bodnarchuk, V.V. Yatsyshchyn, “Design of architecture WEB–application based on the quality model,” Software Engineering, 2010, no. 4, pp. 26–34. Available: https://jrnl.nau.edu.ua/index.php/IPZ/article/view/3018
Web Content Accessibility Guidelines (WCAG) 2.2. Available: https://www.w3.org/TR/WCAG22/
The Americans with Disabilities Act (ADA). Available: https://www.ada.gov/law-and-regs/ada/
H. Rojas, R. Renteria, V.M. Duran, Y.T. Gutiérrez, M.J. Ibarra-Cabrera, A. Aminuddin, “Mapping the Evolution and Future Directions of ISO/IEC 25010: A Bibliometric and Thematic Analysis,” Engineering, Technology & Applied Science Research, vol. 15, no. 5, pp. 27530–27541, 2025. doi: https://doi.org/10.48084/etasr.11772
F.I. Andon, G.I. Koval, T.M. Korotun, E.M. Lavrishcheva, V.Yu. Suslov, Fundamentals of software systems quality engineering. Kyiv, 2007.
N. Purwandari, R.K. Dewi, Rinaldo, P.A. Sucipto, “Policy in Practice: A Systematic Review of WCAG 2.2 and ADA 2024 Effects on Web and Mobile Accessibility,” Digitus: Journal of Computer Science Applications, vol. 3, no. 2, pp. 117–126, 2025. doi: https://doi.org/10.61978/digitus.v3i2.957
R. Wolniak, W. Grebski, “The usage of Quality Funcion Deployment (QFD) in Industry 4.0 conditions,” Scientific Papers of Silesian University of Technology. Organization and Management Series, no. 185, pp. 555–569, 2023. doi: https://doi.org/10.29119/1641-3466.2023.185.33
ArtiHOQ. Available: https://baziak.github.io/artihoq/
O.M. Velychko, L.V. Kolomiiets, T.B. Hordiienko, A.H. Shevtsov, S.R. Karpenko, A.A. Haber, Group expert evaluation and competence of experts. Odesa, 2015.
