Comparative Analysis of Usability Evaluation between Upwork and Fiverr Websites

Abdul Hafeez Muhammad; Saira Bukhari; Azka Noureen

doi:10.36902/sjesr-vol8-iss4-2025(10-20)

Abdul Hafeez Muhammad Department of Computer Science, Bahria University, Lahore Campus, Lahore, Pakistan
Saira Bukhari Department of Informatics and Systems, University of Management and Technology, Lahore, Pakistan
Azka Noureen Department of Informatics and Systems, University of Management and Technology Lahore, Pakistan

DOI: https://doi.org/10.36902/sjesr-vol8-iss4-2025(10-20)

Keywords: Freelancer, Upwork, Fiverr, System Usability Scale (SUS), Usability, Quantitative, Acceptability Ranges, Net Promoter Scale (NPS), Complexity, Consistency

Abstract

Millions of people, are becoming freelancer, today, but choosing the right place to connect with clients remains a challenge. Upwork and Fiverr are two prominent platforms, used for freelancing purposes. These websites are useful for people who want to work from home or with businesses that need essential help for projects. In this research, the usability of freelancing platforms is evaluated, with the help of System Usability Scale (SUS). The SUS is a widely popular and recognized tool, that helps to gather quantitative data from user to check its satisfaction for usability. To assess this satisfaction, we have conducted an online survey which is derived from the SUS questions. Data was collected from 103 students or freelancers, 44 people are male, whereas 59 people are female. The results show that 52 people give review about Fiverr and the average SUS score of it, is 61.01%, having marginal acceptability ranges, holding Grade C, passive on Net Promoter Scale (NPS) and have OK category on adjective ratings, while 51 people give review about Upwork and average SUS score of them is 49.80%, having low acceptability ranges, holding F grade, detractor on NPS and Poor category on adjective ratings. Our research shows that users believe Fiverr website is OK to use while Upwork is not. Furthermore, these websites need improvements in terms of complexity and consistency.