<![CDATA[Undiksha has implemented a letter management system to streamline online correspondence. However, no evaluation has been conducted regarding its performance or user feedback. Discussions with the Unit Penunjang Akademik (UPA) TIK revealed several complaints about the system. This study evaluates its usability using performance measurement, think-aloud, and mouse tracking methods to assess effectiveness, efficiency, user satisfaction, and interface issues. Fourteen respondents, categorized as skilled and novice users, participated in the evaluation. Performance measurement results show high effectiveness, with task success rates of 81% for skilled users and 82% for novices. Task completion time was classified as "very fast." The think-aloud method revealed usability issues, including navigation difficulties, system speed, and suboptimal features. Mouse tracking analysis provided insights into user interactions, highlighting frustration points through heat maps. Based on these findings, improvements are recommended, including interface redesign, feature optimization, and performance enhancements. This study aims to support the development of a more user-friendly letter management system, ultimately increasing user satisfaction at Undiksha]]>
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