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WEB USABILITY HEURISTICS
Børge Kristensen, Copenux, 20 January 2021 @ UX Joburg.
Agenda 2
9 New Web Usability Heuristics
Compare to other sets of heuristics
How usability inspection relates to testing
Try usability inspection in practice
SIMPLICITY
STRUCTURE
AFFORDANCE
CONSISTENCY
CLARITY
TOLERANCE
DISCOVERABILITY
CONTROL
ERGONOMICS
4
www.copenux.dk/heuristics
5
www.linkedin.com/company/copenux
6
What are heuristics?
7
8
1. Principles or questions
9
2. Website, prototype or description …
10
3. Evaluators
11
4. List of problems
12
When to use heuristics
13
Analyse just a few pages or early ideas.
14
The project is secret.
15
The world gets hit by a pandemic.
16
Get rid of obvious bloopers before testing.
Reveal more subtle problems after testing.
17
… But does it work?
Jeff Sauro: How Effective are Heuristic Evaluations? (2012), https://measuringu.com/effective-he/
Andrew Sears: Heuristic Walkthroughs: Finding the Problems Without the Noise (2009), https://doi.org/10.1207/s15327590ijhc0903_2 18
Problem affects 31% of all users.
Problem affects 100% of all users.
Task completion up by 12 points
19
43%
33%
24%
72%
16%
12%
Succesful first try: 43%
Task completion: 76%
Succesful first try: 72%
Task completion: 88%
Website designed based on guidelines Website redesigned after inspection
Client example 1.
Satisfaction rate up by 21 points
20
63%
84%
Median: 5 out of 7 Median: 6 out of 7
Website designed based on guidelines Website redesigned after inspection
Client example 1.
Results comparable to usability tests
21
53%
47%
58%
42%
Usability inspection Usability testing
Client example 2.
22
Why a new set?
23
http://bit.ly/uheuristics
ISO 9241-110: Dialogue principles (2006), http://www.iso.org/iso/home/store/catalogue_tc/catalogue_detail.htm?csnumber=38009 24
Ben Shneiderman: The Eight Golden Rules of Interface Design (2010), https://www.cs.umd.edu/users/ben/goldenrules.html 25
Prevent errors
Laws of Interface Design from Susan Weinschenk, Dean T. Barker: Designing Effective Speech Interfaces (2000),
quoted from Jeff Sauro: What’s the difference between a Heuristic Evaluation and a Cognitive Walkthrough? (2011)
http://www.measuringusability.com/blog/he-cw.php 26
Linguistic Clarity
Accuracy Flexibility
Jakob Nielsen: 10 Usability Heuristics for User Interface Design (1995), http://www.nngroup.com/articles/ten-usability-heuristics/ 27
28
Simple & natural
dialogue
Rolf Molich & Jakob Nielsen: Improving a Human-Computer Dialogue (1990), http://dl.acm.org/citation.cfm?id=77486
Rolf Molich & Jakob Nielsen: Improving a Human-Computer Dialogue (1990), http://dl.acm.org/citation.cfm?id=77486 29
30
Can heuristics
identified by
analysing usability
issues in software
be used to
evaluate websites?
4 out of 10 heuristics have to do with error handling and hept text. 31
Websites have more …
32
… than does software.
Visual Design
(23%)
Information Architecture
(48%)
Functionality
(9%)
Search
(8%)
Content
(8%)
Other
(4%)
Most common categories of usability problems (Copenux)
Usability problems having to do
with navigation, content
and visual design can be hard
to categorise using ‘old’ heuristics.
34
35
Users do not perceive
names in the blue bars
as being clickable.
36
Users have a hard time finding
relevant books when they cannot
navigate by author, topic or title.
37
The heading is too general
for users to understand
what the page is about.
WEB USABILITY HEURISTICS
Børge Kristensen & Marie Soelberg, Copenux
SIMPLICITY
STRUCTURE
AFFORDANCE
CONSISTENCY
CLARITY
TOLERANCE
DISCOVERABILITY
CONTROL
ERGONOMICS
SIMPLICITY
As simple as possible.
Not overwhelming.
No unnecessary steps.
41
42
43
44
45
46
47
CONSISTENCY
Uniform, recognisable
presentation and interaction.
Matches users’ expectations.
49
50
51
52
53
54
55
56
Jakob Nielsen: The Distribution of Users’ Computer Skills: Worse Than You Think (2016), https://www.nngroup.com/articles/computer-skill-levels/ 57
Level 3: Inferences. Impasses. Many steps.
Level 2: Navigation across pages/apps.
Level 1: Few steps. Simple match to goal.
Below 1: One function. Generic interface.
OECD: Skills Matter (2016), http://www.oecd-ilibrary.org/education/skills-matter_9789264258051-en
Jakob Nielsen: The Distribution of Users’ Computer Skills: Worse Than You Think (2016), https://www.nngroup.com/articles/computer-skill-levels/ 58
DISCOVERABILITY
Elements are visible, not hidden.
Designed and placed
so they are easy to spot.
60
61
62
63
STRUCTURE
Chunking, categorisation and
grouping of elements according to
users’ needs and mental models.
Logical order.
65
66
67
68
CLARITY
Comprehensible, precise and
unambiguous communication.
Evident differentiation
between items. Clear context.
70
71
72
73
CONTROL
The user, not the system,
is in control. Appropriate pace.
Actions can be reverted.
75
76
77
78
AFFORDANCE
The design is self-evident.
Interactive elements signal
how they should be used.
80
81
82
83
84
85
TOLERANCE
Reasonable interpretation
of users’ inputs and clicks.
Small errors are ignored.
87
88
89
ERGONOMICS
Physically easy to use.
Does not challenge or exceed
motor and sensory abilities.
91
92
Web Usability Heuristics
94
95
Usability inspection
Andrew Sears: Heuristic Walkthroughs: Finding the Problems Without the Noise (2009), s. 218-219 96
=
+
Andrew Sears: Heuristic Walkthroughs: Finding the Problems Without the Noise (2009), s. 218-219
If you only do Heuristic Evaluation,
you will find too many tiny problems
(some of them possibly false positives).
By combining the two methods,
focusing on a user task, your experience
will be similar to that of your users.
If you only do Cognitive Walkthrough,
you will only find the big problems.
98
How many of you have used
Heuristic Evaluation,
Cognitive Walkthrough or both?
https://www.surveymonkey.com/r/K96Z565
Heuristic Walkthrough step by step 99
Make a list of all
usability problems
and assign a
heuristic for each
Walk through each
step. For each step,
ask the four
questions (CW)
Make a list of
successes and
failures for each
question and step
Determine what to
inspect (website,
prototype, app …)
Select tasks,
and write down
the (correct) steps
for each task
Briefly describe the
intended user and
the context of use
Rate the severity
of each problem
Suggest a solution
to each problem.
(Refer to usability
guidelines)
Take a second look
at each page
(+ more). Use the
list of heuristics (HE)
KNOWS THE WEBSITE KNOWS THE USERS USABILITY EXPERT
The ideal inspection team.
Task: View list of sent
invitations on LinkedIn
101
102
1.1: Click on ‘My Network’ in navigation bar.
103
1.2: Click the link ‘See all 13’ (top, right).
104
1.3: Choose the tab ‘Sent’.
105
1.4: View list of sent invitations.
Peter Polson & Clayton Lewis’ problem-solving process (CE+ theory of exploratory learning)
i Jakob Nielsen & Robert L. Mack: Usability Inspection Methods (1994), s. 105-140 106
The four questions to ask in a Cognitive Walkthrough 107
1. Will the user realistically
be trying to do this action?
Will the user expect this
step?
2. Is the control (icon, link,
button, menu item etc.)
for the action visible?
Will the user notice it?
3. Is there a strong link
between the control and
the action? Will the user
perceive affordance?
Does wording match goal?
4. Is feedback
appropriate? Will the user
notice and understand the
feedback he/she gets (and
continue with confidence)?
Reporting the findings
108
109
110
111
112
113
114
115
116
John D. Gould & Clayton Lewis: Designing for Usability: Key Principles and What Designers Think (1985).
117

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