The development of business activities, through the use of virtual platforms is becoming more frequent; a significant number of public and private sector entities have implemented this methodology in recent years to optimize administrative operations and facilitate access to the transactions that make up their productive and operational work, offering more affordable quality services to customers, employees, suppliers, among others, which by time and travel limits cannot be transferred to the entity to carry out any process; that is why these virtual tools must stimulate user loyalty; therefore, it is necessary to evaluate the use, importance and effectiveness, for the scope of the objectives in each specific process where they are adapted. This article sets out the results and analysis of a case study of the measurement and evaluation of the usability of an OVA, in a higher education institution that offers online services, applying different methods that make it easier to verify the correlation between these and their level of effectiveness.