SlideShare a Scribd company logo
Compliance Heuristic Evaluation
A review of the current desktop compliance
experience.
Completed by: Jaime Brown

Completion Date: 04/29/2024
Content
Heuristic Evaluation Overvie
Heuristic Evaluation Checklis
Vendor Compliance Application Page
Vendor Feedbac
Vendor UX Recommendation
Stakeholder Feedbac
Stakeholder Recommendation
Appendix

Heuristic Evaluation
Content List
What is a Heuristic Evaluation?
Heuristic Evaluation
Level Setting
A heuristic evaluation is a method using in user interface (UI) and user experience (UX) design to identify potential usability problems in a digital product or system
application. It is an examination of the interface and a judgement of its compliance against universally recognized usability principles, commonly known as heuristics.
Evaluators will typically inspect the product’s interface and compare it against a set of predefined heuristics and guidelines. These heuristics are often based on
principles established by the usability experts such as Jakob Nielsen or Bruce Tognazzini
During the evaluation process, evaluators identify areas where the interface may deviate from the established heuristics, indicating potential usability issues. These
issues could include problems with navigation, layout, terminology, feedback, error prevention, and other aspects that impact the overall user experience.
These evaluations are often quickly and inexpensive compared to other usability testing methods, so they are a valuable tool for identifying usability problems, both
early in the design process and after product release
Heuristic evaluations are not a substitute for user-testing. They can not full replicate the experience of real users interacting with the product. Heuristic evaluations are
not a one-time activity. These are most effective when conducted iteratively throughout the design process and after release. These are subjective assessments and
should be combined with other methods and considerations in the design process.
Vendor Compliance Application | Heuristic Review Checklist
Heuristic Evaluation
Complete Checklist
Severity Ratings
Evaluator Details
Evaluator Name: Jaime Brown
Device / Browser / OS: MacBook Pro, Chrome, MacOS Monterey
Site URL: https://lxappvgatdev015.lowes.com:8443/vendorcompliance/
Date: 04.02.2024
0
1
2
3
4
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
2
Checklist
Checklist
Checklist
Checklist
Checklist
Yes
Yes
Yes
Yes
Yes
No
No
No
No
No
N/A
N/A
N/A
N/A
N/A
Comments
Comments
Comments
Comments
Comments
Severity Rating
Severity Rating
Severity Rating
Severity Rating
Severity Rating
Visibility of system status
Match between system and the real world
User control andfreedom
Consistency andStandards
HelpUsers Recognize,Diagnose,andRecover From Errors
2
1
1
1
1
Vendor Compliance Application | Heuristic Review Checklist
Heuristic Evaluation
Complete Checklist
Date: 04.02.2024
Checklist
Checklist
Checklist
Checklist
Checklist
Yes
Yes
Yes
Yes
No
No
No
N/A
No
N/A
Comments
N/A
N/A
Severity Rating
Comments
Comments
Comments
Severity Rating
Severity Rating
Severity Rating
Checklist Yes No N/A Comments Severity Rating
Error Prevention
Recognition Rather Than Recall
Flexibility and Minimalist Design
Aesthetic and Minimalist Design
Help and Documentation
2
2
2
0
0
0
0
0
0
1
1
1
1
0
0
0
2
1
1
Vendor Feedback
Vendor Feedback
Heuristic Evaluation
Vendor Feedback
UX scheduled 30-minute interview sessions with various vendor-users of Vendor Compliance. In addition to gaining insights about the process of managing fines,
rebuttals and exceptions, I also asked vendors to assign a number value for certain categories. Those ratings are on the subsequent slide, and below are the Top 3
vendor comments related to Vendor Compliance.
“Whenever we have come to an agreement on fill rate fines, it happens too late and past the deadline. I have to follow up constantly to find out the
status of my inquiry.” - JeffO’Bannon-Amazon
“I normally have to send emails as responses do not always make sense; then we need to work with our US counterparts at Lowes for some specific
details and correspondence.” - ShauntaMcCracken,Samsung
“If Lowe's requests further information for a dispute, you can't reply to more than one at a time, so you have to go into each one and respond to it.” -
SarahFlorczyk-Energizer
Vendor Ratings
Heuristic Evaluation
Vendor Ratings
Baseline Content and Ease of Task Completion: out of 7
5.8
Along with interviews, we asked vendors to provide ratings on several key features, including Vendor Compliance Application specific ratings and the baseline rating for
content across Lowe’s Vendor Gateway. Each rating was from 1 to 7, with 1 being the most difficult or worse, and 7 being the easiest or best. The scores for each category
were than averaged:
Vendor Compliance - Ease of Completing Tasks: 4.8 out of 7
Vendor Compliance - System Messaging: 4.7 out of 7
Level of Customer Support: out of 7
3.9
Total Vendor Compliance Score - 68.5%
UX Recommendations - Vendors
UX Recommendations
Heuristic Evaluation
UX Recommendations
Insights
Vendor Communications
People Process T
echnology
Rebuttal Process
User Interface
UX Recommendations Continued
Heuristic Evaluation
UX Recommendations
Insights
Data Analytics
People Process Technology
Internal Associate Support
User Interface - Continued
Lowe’s Users (Internal)
Lowe’s Internal User’s Feedback
Heuristic Evaluation
Stakeholder Feedback
In connecting with the Vendor Compliance application team, UX was able to gather insights into the internal process. This was not a major part of the heuristic effort, so
further conversations may be required between the internal compliance users and UX. The conversation focused on the most pressing pain points, including needing the
ability to add more detail and comments in the Vendor Compliance System and the ability to edit rebuttal information at the PO level, instead of the SFVBU level.
“I have the capability to do it [change the fine amount], but not at the PO level as in the rebuttal level. We could do it at the ECF preview level, so one SFP
view might...require that I need to make changes for one rebuttal...but I have to do it at the SFVBU level, but not at the PO level.” - Tulsi Dewangan
“If there could be a capability in the tool to say we have closed the rebuttals, but based on discussions or based on additional information that we got for
this particular rebuttal, we are going to waive off the fine for the vendor and it should ideally maybe have a comments column with ‘Approval Details’...” -
Neha Chaudhary
“There’s so much human manipulation going on with these files to get them in a point where we can produce the number and that just leaves room for
errors, right?” - Amy Monroe
Lowe’s Internal User’s Feedback - Continued
Heuristic Evaluation
Stakeholder Feedback
In connecting with the Vendor Compliance application team, UX was able to gather insights into the internal process. This was not a major part of the heuristic effort, so
further conversations may be required between the internal compliance users and UX. The conversation focused on the most pressing pain points, including needing the
ability to add more detail and comments in the Vendor Compliance System and the ability to edit rebuttal information at the PO level, instead of the SFVBU level.
“...lot of changes, like every quarter there is a process change...before we were approving merchants, we were agreeing for merchants but not now, now
we are not agreeing for merchants approval and we come across scenarios where when they're [vendors] asking ‘wait, why is there a lot of changes and
before you used to approve for the BOL for collect vendors no we are not allowed to’”. - S. Danush
“I don't have any issues with the training, but as we have seen in the past one year, like so many process changes as we being the tenure in a team, it
becomes, for us, very difficult because one month we are having this, these are the instructions, now we have to work and then the other month it
changes.” - Ramanpreet Matharu
UX Recommendations - Internal Lowes
Wins
Heuristic Evaluation
Short Term/Long Term Wins
Low Hanging-Do First
Heuristic Evaluation - Identified Areas for Improvement
Visibility of System Status
Fast Fixes Highly Important Nice to Have Suggestions
User Control and Freedom
Match Between System and Real World
Consistency and Standards
Error Prevention
Flexibility and Minimalist Design
Help and Documentation
Appendix
Heuristic Evaluation
Complete Checklist
1
Consistency and Standards
Tab hover underline should be
blue to match BDS and Lowe’s
Vendor Gateway design
standards.
2
Consistency and Standards
Call to actions should be limited
when used in tight spaces to
prevent wrapping, and
displacement of icon (X).
4
Consistency and Standards
Best practice is to use
standardized date
presentations as <MM/DD/
YYYY>
3
Consistency and Standards
Button styles (sizing, version)
6
Consistency and Standards
Font weight should match
Lowe’s Vendor Gateway design
standards. Inconsistent font
design.
7
Consistency and Standards
Capitalized text should be used
sparingly. We’re not yelling at
the users, consider making
case-sensitive statuses and
SFVBU names.
5
Visibility of System Status
Removing the required
Company Banner and VBU
switch has created lack of
consistency across the entire
Lowe’s Vendor Gateway
ecosystem. All applications are
required to have those
components, so it’s jarring
when users switch and see
nothing but the primary nav
and the application pages.
8
Consistency and Standards
Success alert and font should
match Lowe’s Vendor Gateway
design standards.
9
Consistency and Standards
Modal components should be
consistent across the
application. Match Lowe’s
Vendor Gateway and BDS
design standards.
11
Consistency and Standards
Dropdowns should adhere to
consistent functionality and
standards following Lowe’s
Vendor Gateway and BDS V3.
12
Consistency and Standards
Comments font should be
consistent with all pages and
match Felix. Component is
missing character count limits.
10
Consistency and Standards
Too much green makes it
difficult to quickly scan and
view. Limit success green to
smaller cells or icons to indicate
success.
13
Consistency and Standards
Button should match V3 design
standards and be consistent in
placement and design.
14
Flexibility and Minimalist
Design
Enhance to allow search of
entire data table.
18
Visibility of System Status
When all available table
column headers are selected,
the user is forced to scroll
horizontally in the table. That’s
not intuitive or easy to see.
15
Help and Documentation
Column icons and headers are
smaller, while the table font is
large. Follow standards for
Lowe’s Vendor Gateway.
16
Consistency and Standards
Button styles (sizing, version)
17
Consistency and Standards
For table columns where users
may need to do math, the type
should be right aligned.
19
Error Prevention
No color confirmation that
Status or Total Adjusted Fine is
updated, just checkmark and X
icon.
20
Consistency and Standards
Button styles (sizing, color, version) and
table component styling should be
consistent across the application. Follow
Lowe’s Vendor Gateway standards.
21
Consistency and Standards
Icon is inconsistent with current
size and placement standards.
22
Error Prevention
Why is this red? Need
consistency in messaging and
guidance for usage.
23
Consistency and Standards
Follow Lowe’s Vendor Gateway
design standards for design
and buttons. Missing a header.
25
Consistency and Standards
Buttons should be disabled
when form is not complete.
Upload Documents should be
left centered to match Lowe’s
Vendor Gateway standards.
24
Consistency and Standards
Button hierarchy should follow
standards. One primary,
secondary and tertiary status
for these options.
26
Consistency and Standards
Tabs should follow Backyard
Design System and Lowe’s
Vendor Gateway to match V3
standards.
28
Consistency and Standards
Button size and color needs to
be consistent across all pages
and follow Lowe’s Vendor
Gateway design standards.
27
Consistency and Standards
Toggle needs to be blue to
match Lowe’s Vendor Gateway
standards.
29
Visibility and System Status
Need consistency with page
names across entire
application. Confusing that
some pages have page
headers and some don’t.


Page header names should
also follow Lowe’s Vendor
Gateway’s design standards.
This header is too small.
30
Consistency and Standards
Button size and color needs to
be consistent across all pages
and follow Lowe’s Vendor
Gateway design standards.
31
Flexibility and Minimalist
Design
Too much white space can
disrupt the visual hierarchy.
Consider using slimmer
columns when content requires
less space.
32
Consistency and Standards
Red font is for errors, not instructional
messaging. Update to match Lowe’s
Vendor Gateway design standards.
33
Consistency and Standards
Layout spacing is inconsistent.
Font and styling is inconsistent
with the rest of the application.
Follow BDS and Lowe’s Vendor
Gateway guidelines.
34
Consistency and Standards
Blue font signifies interactive
states, so this font color could
change to black or any other
color that matches BDS and
Lowe’s Vendor Gateway
design standards.
35
Consistency and Standards
Best practice is to use
standardized date
presentations as <MM/DD/
YYYY>
36
Consistency and Standards
If there is only one selection in a
dropdown, it should default to
that selection and not allow
expansion.
37
Consistency and Standards
Icons for upload and download
are inconsistent. Need to match
BDS and Lowe’s Vendor
Gateway V3 standards.
UX Recommendations
Heuristic Evaluation
UX Recommendations
Align the user interface (UI) with both Lowe’s Vendor Gateway’s Design Style Guide and the Backyard Design System (BDS), version 3.
Ensuring that icons and components are uniform in style throughout an interface can greatly enhance the overall user experience and
make the product feel more polished and professional.
Correct the 37 identified heuristic concerns
Along with enhancing the UI, add additional features such as search for the data table, or allow vendors to mass download PO Line
Items, instead of line-by-line downloading
Enhance the communication process with vendors so that they are informed of any fine, rebuttal or exemption communications. This
improvement aims to ensure that vendors can stay up-to-date, which they highlighted as a major source of frustration in the current
experience. Either email communications or making use of the current Lowe’s Vendor Gateway global notification system, vendors want to
be notified of updates
We received consistent feedback regarding confusion around the fine and rebuttal processes. Provide vendors with clear guidance on
what documentation is required when rebutting a fine. Provide clarity around the process from the Lowe’s side, so that vendors
understand why they’re being rejected and what precisely is required of them from the start.
UX Recommendations Cont’d
Heuristic Evaluation
UX Recommendations
Vendors feel the current support process is inadequate, both in ticketing responses and in application-support documentation.
Provide vendors with more intuitive responses from Lowe’s support, with stronger guidance on where to locate resources in the
Knowledge Center and how to respond to Vendor Compliance in rebuttals.
Provide accurate and up-to-date documentation, as vendors feel the current resources are outdated
Ensure that vendors receive the assistance and information they need to easily and quickly rebut fines, as well as respond to rebuttal
requests or rejections
Enhance the Vendor Compliance System so vendors are able to mass select line items in the system. Vendors can only select one page of
Purchase Orders (POs) at a time, and paging through multiple pages of POs is heavy and cumbersome. Multiple vendors expressed this
frustration
Finally, the question of what success looks like for this effort. Initially, UX was told success centers around rebuttals, specifically how to
lower the number of vendor submitted rebuttals
Ultimately, there is no single method for lowering rebuttal numbers. The rebuttal process itself is murky to most vendors, and they need
clarity on what documentation or resources are required when rebutting fines.
UX Recommendations Cont’d
Heuristic Evaluation
UX Recommendations
Otherwise, the best updates to make are
List the steps that are required for vendors to complete a rebuttal process. Provide updates so that they’re informed every step of the
way. Provide clear expectations on when vendors can expect a response from the Vendor Compliance team during rebuttals
Engaging with Lowe’s Support (Remedy) so that they are better trained to respond to vendor questions would be enormously helpful for
vendors
Ensure the documentation in the Knowledge Center is up-to-date
Enhance the rebuttal reason options. Add more dropdown options that account for reasoning scenarios when the vendor was “on
time” and can provide verifications, something that gives more reason options
This UX effort allowed for the integration of the Vendor Compliance System into FullStory. Now that a dashboard of metrics is established,
it’s recommended that the engineering team and UX continue to monitor those data analytics for trends and future enhancement
opportunities.
Insights
Heuristic Evaluation
Lowe’s Internal Users
Process Changes - Recent adjustments to Vendor Compliance System (VCS) processes are creating confusion among some of our
associates, which is making it difficult to efficiently process rebuttals, and effectively onboard new staff
We can improve onboarding effectiveness and reduce associate confusion by establishing a period of process stability alongside clear
communication channels for upcoming changes.
Adding a tab for internal associates to record documentation related to VCS process updates and employee reference documentation
would be helpful
Rebuttal Statuses - Implementing a ‘in-progress’ status for rebuttals being investigated would improve transparency for associates and
vendors. This would allow associates to see when a rebuttal is being addressed, review those comments, and provide a clearer timeline to
completion
User Interface Updates - To improve process efficiency and address vendor frustrations around communications, the compliance team
should explore increasing file size limits or implementing alternative methods for sharing larger evidence files.
Additionally, expanding character limits in comment sections or notation spaces could enhance information exchanges, cutting down
on confusion for both vendors and associates
Enhanced Search - By optimizing the the search feature for Ship From Vendor Business Unit (SFVBU) Numbers, we can streamline the
process of finding relevant information within the table. This eliminates the need for constant filtering and saves users valuable time
System Comments - Currently, reopening rebuttals for adding updated internal comments requires contacting IT, which can be time-
consuming. Implementing a functionality for senior associates to directly reopen and update rebuttal comments would improve efficiency
Furthermore, vendors could track these comment updates within the system, providing a more transparent view of the investigation
process, particularly for decisions involving waivers.
Project Documentation
Heuristic Evaluation
Project Documentation
EVET-3078 - UX Perform Heuristic Evaluation of Vendor Compliance System (VCS
EVEP-325 Compliance Heuristic
Research Space - Figm
Internal Interview Recordings - Confluenc
Documentation Space - Confluence
Thank you
Heuristic Evaluation
Vendor Compliance

More Related Content

Similar to Heuristic Evaluation of System & Application

Designfor Strangers
Designfor StrangersDesignfor Strangers
Designfor Strangers
guestbdd02b
 
Designfo#{1} #{2}trangers
Designfo#{1} #{2}trangersDesignfo#{1} #{2}trangers
Designfo#{1} #{2}trangers
guest0437b8
 
Usability in product development
Usability in product developmentUsability in product development
Usability in product development
Ravi Shyam
 
Requirement analysis with use case
Requirement analysis with use caseRequirement analysis with use case
Requirement analysis with use case
Rapeepan Thawornwanchai
 
Streamlined Product Evaluation
Streamlined Product EvaluationStreamlined Product Evaluation
Streamlined Product Evaluation
weeks.c
 
Uz big design talk may10
Uz big design talk may10Uz big design talk may10
Uz big design talk may10
UserZoom
 
UserZoom Webinar: How to Conduct Web Customer Experience Benchmarking
UserZoom Webinar: How to Conduct Web Customer Experience BenchmarkingUserZoom Webinar: How to Conduct Web Customer Experience Benchmarking
UserZoom Webinar: How to Conduct Web Customer Experience Benchmarking
UserZoom
 
Smas Hits May 11, 2009 Sensex Down 193 Points On Profit Booking
Smas Hits May 11, 2009 Sensex Down 193 Points On Profit BookingSmas Hits May 11, 2009 Sensex Down 193 Points On Profit Booking
Smas Hits May 11, 2009 Sensex Down 193 Points On Profit Booking
Jagannadham Thunuguntla
 
Usability_Evaluation
Usability_EvaluationUsability_Evaluation
Usability_Evaluation
Narayanan Thiruvengadam
 
How can User Experience and Business Analysis work well together?
How can User Experience and Business Analysis work well together?How can User Experience and Business Analysis work well together?
How can User Experience and Business Analysis work well together?
User Vision
 
MMRSS Usability Engineering
MMRSS Usability EngineeringMMRSS Usability Engineering
MMRSS Usability Engineering
MajesticMRSS
 
Majestic MRSS Usability Engineering
Majestic MRSS Usability EngineeringMajestic MRSS Usability Engineering
Majestic MRSS Usability Engineering
Majestic MRSS
 
Pitch Presentation for Service Design in Technology
Pitch Presentation for Service Design in TechnologyPitch Presentation for Service Design in Technology
Pitch Presentation for Service Design in Technology
Jaime Brown
 
The UX audits Guide in 2024 Unlocking Your Website's Potential.
The UX audits Guide in 2024 Unlocking Your Website's Potential.The UX audits Guide in 2024 Unlocking Your Website's Potential.
The UX audits Guide in 2024 Unlocking Your Website's Potential.
Cuneiform Consulting Pvt Ltd.
 
Static techniques
Static techniquesStatic techniques
Static techniques
Siti Rubayati
 
Advanced Internet
Advanced InternetAdvanced Internet
Advanced Internet
Peter Mosley
 
QUALITY AUDIT TRACKING: THE KEY TO EFFICIENCY, EFFECTIVENESS AND VALUE
QUALITY AUDIT TRACKING: THE KEY TO EFFICIENCY, EFFECTIVENESS AND VALUEQUALITY AUDIT TRACKING: THE KEY TO EFFICIENCY, EFFECTIVENESS AND VALUE
QUALITY AUDIT TRACKING: THE KEY TO EFFICIENCY, EFFECTIVENESS AND VALUE
eAuditor Audits & Inspections
 
Reqs analysis
Reqs analysisReqs analysis
Reqs analysis
Dr. C.V. Suresh Babu
 
Evaluation in hci
Evaluation in hciEvaluation in hci
Evaluation in hci
sajid rao
 
Automatic Recommendation of Trustworthy Users in Online Product Rating Sites
Automatic Recommendation of Trustworthy Users in Online Product Rating SitesAutomatic Recommendation of Trustworthy Users in Online Product Rating Sites
Automatic Recommendation of Trustworthy Users in Online Product Rating Sites
IRJET Journal
 

Similar to Heuristic Evaluation of System & Application (20)

Designfor Strangers
Designfor StrangersDesignfor Strangers
Designfor Strangers
 
Designfo#{1} #{2}trangers
Designfo#{1} #{2}trangersDesignfo#{1} #{2}trangers
Designfo#{1} #{2}trangers
 
Usability in product development
Usability in product developmentUsability in product development
Usability in product development
 
Requirement analysis with use case
Requirement analysis with use caseRequirement analysis with use case
Requirement analysis with use case
 
Streamlined Product Evaluation
Streamlined Product EvaluationStreamlined Product Evaluation
Streamlined Product Evaluation
 
Uz big design talk may10
Uz big design talk may10Uz big design talk may10
Uz big design talk may10
 
UserZoom Webinar: How to Conduct Web Customer Experience Benchmarking
UserZoom Webinar: How to Conduct Web Customer Experience BenchmarkingUserZoom Webinar: How to Conduct Web Customer Experience Benchmarking
UserZoom Webinar: How to Conduct Web Customer Experience Benchmarking
 
Smas Hits May 11, 2009 Sensex Down 193 Points On Profit Booking
Smas Hits May 11, 2009 Sensex Down 193 Points On Profit BookingSmas Hits May 11, 2009 Sensex Down 193 Points On Profit Booking
Smas Hits May 11, 2009 Sensex Down 193 Points On Profit Booking
 
Usability_Evaluation
Usability_EvaluationUsability_Evaluation
Usability_Evaluation
 
How can User Experience and Business Analysis work well together?
How can User Experience and Business Analysis work well together?How can User Experience and Business Analysis work well together?
How can User Experience and Business Analysis work well together?
 
MMRSS Usability Engineering
MMRSS Usability EngineeringMMRSS Usability Engineering
MMRSS Usability Engineering
 
Majestic MRSS Usability Engineering
Majestic MRSS Usability EngineeringMajestic MRSS Usability Engineering
Majestic MRSS Usability Engineering
 
Pitch Presentation for Service Design in Technology
Pitch Presentation for Service Design in TechnologyPitch Presentation for Service Design in Technology
Pitch Presentation for Service Design in Technology
 
The UX audits Guide in 2024 Unlocking Your Website's Potential.
The UX audits Guide in 2024 Unlocking Your Website's Potential.The UX audits Guide in 2024 Unlocking Your Website's Potential.
The UX audits Guide in 2024 Unlocking Your Website's Potential.
 
Static techniques
Static techniquesStatic techniques
Static techniques
 
Advanced Internet
Advanced InternetAdvanced Internet
Advanced Internet
 
QUALITY AUDIT TRACKING: THE KEY TO EFFICIENCY, EFFECTIVENESS AND VALUE
QUALITY AUDIT TRACKING: THE KEY TO EFFICIENCY, EFFECTIVENESS AND VALUEQUALITY AUDIT TRACKING: THE KEY TO EFFICIENCY, EFFECTIVENESS AND VALUE
QUALITY AUDIT TRACKING: THE KEY TO EFFICIENCY, EFFECTIVENESS AND VALUE
 
Reqs analysis
Reqs analysisReqs analysis
Reqs analysis
 
Evaluation in hci
Evaluation in hciEvaluation in hci
Evaluation in hci
 
Automatic Recommendation of Trustworthy Users in Online Product Rating Sites
Automatic Recommendation of Trustworthy Users in Online Product Rating SitesAutomatic Recommendation of Trustworthy Users in Online Product Rating Sites
Automatic Recommendation of Trustworthy Users in Online Product Rating Sites
 

More from Jaime Brown

Heuristics Evaluation - How to Guide.pdf
Heuristics Evaluation - How to Guide.pdfHeuristics Evaluation - How to Guide.pdf
Heuristics Evaluation - How to Guide.pdf
Jaime Brown
 
UserPersonas.pdf
UserPersonas.pdfUserPersonas.pdf
UserPersonas.pdf
Jaime Brown
 
Aug 2022 Usability Test Script.pptx
Aug 2022 Usability Test Script.pptxAug 2022 Usability Test Script.pptx
Aug 2022 Usability Test Script.pptx
Jaime Brown
 
September Usability 2022 - UAM Focus.pptx
September Usability 2022 - UAM Focus.pptxSeptember Usability 2022 - UAM Focus.pptx
September Usability 2022 - UAM Focus.pptx
Jaime Brown
 
October 2022 Usability Test Script (2).pptx
October 2022 Usability Test Script (2).pptxOctober 2022 Usability Test Script (2).pptx
October 2022 Usability Test Script (2).pptx
Jaime Brown
 
Case study
Case studyCase study
Case study
Jaime Brown
 
Project: Password Optimization
Project: Password OptimizationProject: Password Optimization
Project: Password Optimization
Jaime Brown
 
Archetypes
ArchetypesArchetypes
Archetypes
Jaime Brown
 
Wr circle bap focus groups 30-minute qa 23-may-2019 smc ts (v3)
Wr circle   bap focus groups 30-minute qa 23-may-2019 smc ts (v3)Wr circle   bap focus groups 30-minute qa 23-may-2019 smc ts (v3)
Wr circle bap focus groups 30-minute qa 23-may-2019 smc ts (v3)
Jaime Brown
 
Wr circle bap focus groups 5-minute qa 23-may-2019 smc ts (v2)
Wr circle   bap focus groups 5-minute qa 23-may-2019 smc ts (v2)Wr circle   bap focus groups 5-minute qa 23-may-2019 smc ts (v2)
Wr circle bap focus groups 5-minute qa 23-may-2019 smc ts (v2)
Jaime Brown
 
Puq
PuqPuq
Usability score metrics
Usability score metricsUsability score metrics
Usability score metrics
Jaime Brown
 
Wr bap program success metrics 28-june-2019 smc jc (v3)
Wr bap   program success metrics 28-june-2019 smc jc (v3)Wr bap   program success metrics 28-june-2019 smc jc (v3)
Wr bap program success metrics 28-june-2019 smc jc (v3)
Jaime Brown
 
Portfolio Account Selector
Portfolio Account SelectorPortfolio Account Selector
Portfolio Account Selector
Jaime Brown
 
Data Review (sections)
Data Review (sections)Data Review (sections)
Data Review (sections)
Jaime Brown
 
Accessibility (WCAG) Draft 1
Accessibility (WCAG) Draft 1Accessibility (WCAG) Draft 1
Accessibility (WCAG) Draft 1
Jaime Brown
 
Mobile Phone Design - Lifecycle
Mobile Phone Design - LifecycleMobile Phone Design - Lifecycle
Mobile Phone Design - Lifecycle
Jaime Brown
 
Project Pitch - Symbio
Project Pitch - SymbioProject Pitch - Symbio
Project Pitch - Symbio
Jaime Brown
 
Social Design - App Proposal
Social Design - App ProposalSocial Design - App Proposal
Social Design - App Proposal
Jaime Brown
 
Test Script (Usability 2017)
Test Script (Usability 2017)Test Script (Usability 2017)
Test Script (Usability 2017)
Jaime Brown
 

More from Jaime Brown (20)

Heuristics Evaluation - How to Guide.pdf
Heuristics Evaluation - How to Guide.pdfHeuristics Evaluation - How to Guide.pdf
Heuristics Evaluation - How to Guide.pdf
 
UserPersonas.pdf
UserPersonas.pdfUserPersonas.pdf
UserPersonas.pdf
 
Aug 2022 Usability Test Script.pptx
Aug 2022 Usability Test Script.pptxAug 2022 Usability Test Script.pptx
Aug 2022 Usability Test Script.pptx
 
September Usability 2022 - UAM Focus.pptx
September Usability 2022 - UAM Focus.pptxSeptember Usability 2022 - UAM Focus.pptx
September Usability 2022 - UAM Focus.pptx
 
October 2022 Usability Test Script (2).pptx
October 2022 Usability Test Script (2).pptxOctober 2022 Usability Test Script (2).pptx
October 2022 Usability Test Script (2).pptx
 
Case study
Case studyCase study
Case study
 
Project: Password Optimization
Project: Password OptimizationProject: Password Optimization
Project: Password Optimization
 
Archetypes
ArchetypesArchetypes
Archetypes
 
Wr circle bap focus groups 30-minute qa 23-may-2019 smc ts (v3)
Wr circle   bap focus groups 30-minute qa 23-may-2019 smc ts (v3)Wr circle   bap focus groups 30-minute qa 23-may-2019 smc ts (v3)
Wr circle bap focus groups 30-minute qa 23-may-2019 smc ts (v3)
 
Wr circle bap focus groups 5-minute qa 23-may-2019 smc ts (v2)
Wr circle   bap focus groups 5-minute qa 23-may-2019 smc ts (v2)Wr circle   bap focus groups 5-minute qa 23-may-2019 smc ts (v2)
Wr circle bap focus groups 5-minute qa 23-may-2019 smc ts (v2)
 
Puq
PuqPuq
Puq
 
Usability score metrics
Usability score metricsUsability score metrics
Usability score metrics
 
Wr bap program success metrics 28-june-2019 smc jc (v3)
Wr bap   program success metrics 28-june-2019 smc jc (v3)Wr bap   program success metrics 28-june-2019 smc jc (v3)
Wr bap program success metrics 28-june-2019 smc jc (v3)
 
Portfolio Account Selector
Portfolio Account SelectorPortfolio Account Selector
Portfolio Account Selector
 
Data Review (sections)
Data Review (sections)Data Review (sections)
Data Review (sections)
 
Accessibility (WCAG) Draft 1
Accessibility (WCAG) Draft 1Accessibility (WCAG) Draft 1
Accessibility (WCAG) Draft 1
 
Mobile Phone Design - Lifecycle
Mobile Phone Design - LifecycleMobile Phone Design - Lifecycle
Mobile Phone Design - Lifecycle
 
Project Pitch - Symbio
Project Pitch - SymbioProject Pitch - Symbio
Project Pitch - Symbio
 
Social Design - App Proposal
Social Design - App ProposalSocial Design - App Proposal
Social Design - App Proposal
 
Test Script (Usability 2017)
Test Script (Usability 2017)Test Script (Usability 2017)
Test Script (Usability 2017)
 

Recently uploaded

UNIT IV-VISUAL STYLE AND MOBILE INTERFACES.pptx
UNIT IV-VISUAL STYLE AND MOBILE INTERFACES.pptxUNIT IV-VISUAL STYLE AND MOBILE INTERFACES.pptx
UNIT IV-VISUAL STYLE AND MOBILE INTERFACES.pptx
GOWSIKRAJA PALANISAMY
 
Connect Conference 2022: Passive House - Economic and Environmental Solution...
Connect Conference 2022: Passive House -  Economic and Environmental Solution...Connect Conference 2022: Passive House -  Economic and Environmental Solution...
Connect Conference 2022: Passive House - Economic and Environmental Solution...
TE Studio
 
Graphic Design Tools and Software .pptx
Graphic Design Tools and Software   .pptxGraphic Design Tools and Software   .pptx
Graphic Design Tools and Software .pptx
Virtual Real Design
 
Top Interior Designers in Bangalore.pdf1
Top Interior Designers in Bangalore.pdf1Top Interior Designers in Bangalore.pdf1
Top Interior Designers in Bangalore.pdf1
Decomart Studio
 
一比一原版(BU毕业证)波士顿大学毕业证如何办理
一比一原版(BU毕业证)波士顿大学毕业证如何办理一比一原版(BU毕业证)波士顿大学毕业证如何办理
一比一原版(BU毕业证)波士顿大学毕业证如何办理
peuce
 
Mohannad Abdullah portfolio _ V2 _22-24
Mohannad Abdullah  portfolio _ V2 _22-24Mohannad Abdullah  portfolio _ V2 _22-24
Mohannad Abdullah portfolio _ V2 _22-24
M. A. Architect
 
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHINHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NishantRathi18
 
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
gpffo76j
 
Divertidamente SLIDE.pptxufururururuhrurid8dj
Divertidamente SLIDE.pptxufururururuhrurid8djDivertidamente SLIDE.pptxufururururuhrurid8dj
Divertidamente SLIDE.pptxufururururuhrurid8dj
lunaemel03
 
Storytelling For The Web: Integrate Storytelling in your Design Process
Storytelling For The Web: Integrate Storytelling in your Design ProcessStorytelling For The Web: Integrate Storytelling in your Design Process
Storytelling For The Web: Integrate Storytelling in your Design Process
Chiara Aliotta
 
Practical eLearning Makeovers for Everyone
Practical eLearning Makeovers for EveryonePractical eLearning Makeovers for Everyone
Practical eLearning Makeovers for Everyone
Bianca Woods
 
一比一原版(Columbia毕业证)哥伦比亚大学毕业证如何办理
一比一原版(Columbia毕业证)哥伦比亚大学毕业证如何办理一比一原版(Columbia毕业证)哥伦比亚大学毕业证如何办理
一比一原版(Columbia毕业证)哥伦比亚大学毕业证如何办理
asuzyq
 
一比一原版(UW毕业证)西雅图华盛顿大学毕业证如何办理
一比一原版(UW毕业证)西雅图华盛顿大学毕业证如何办理一比一原版(UW毕业证)西雅图华盛顿大学毕业证如何办理
一比一原版(UW毕业证)西雅图华盛顿大学毕业证如何办理
kecekev
 
哪里办理美国中央华盛顿大学毕业证双学位证书原版一模一样
哪里办理美国中央华盛顿大学毕业证双学位证书原版一模一样哪里办理美国中央华盛顿大学毕业证双学位证书原版一模一样
哪里办理美国中央华盛顿大学毕业证双学位证书原版一模一样
qo1as76n
 
PDF SubmissionDigital Marketing Institute in Noida
PDF SubmissionDigital Marketing Institute in NoidaPDF SubmissionDigital Marketing Institute in Noida
PDF SubmissionDigital Marketing Institute in Noida
PoojaSaini954651
 
Timeless Principles of Good Design
Timeless Principles of Good DesignTimeless Principles of Good Design
Timeless Principles of Good Design
Carolina de Bartolo
 
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
pmgdscunsri
 
Virtual Tour Application Powerpoint for museum of edinburgh
Virtual Tour Application Powerpoint for museum of edinburghVirtual Tour Application Powerpoint for museum of edinburgh
Virtual Tour Application Powerpoint for museum of edinburgh
millarj46
 
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANE
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEEASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANE
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANE
Febless Hernane
 
ZAPATILLAS 2 X 110 ABRIL.pdf compra economico
ZAPATILLAS 2 X 110 ABRIL.pdf compra economicoZAPATILLAS 2 X 110 ABRIL.pdf compra economico
ZAPATILLAS 2 X 110 ABRIL.pdf compra economico
jhonguerrerobarturen
 

Recently uploaded (20)

UNIT IV-VISUAL STYLE AND MOBILE INTERFACES.pptx
UNIT IV-VISUAL STYLE AND MOBILE INTERFACES.pptxUNIT IV-VISUAL STYLE AND MOBILE INTERFACES.pptx
UNIT IV-VISUAL STYLE AND MOBILE INTERFACES.pptx
 
Connect Conference 2022: Passive House - Economic and Environmental Solution...
Connect Conference 2022: Passive House -  Economic and Environmental Solution...Connect Conference 2022: Passive House -  Economic and Environmental Solution...
Connect Conference 2022: Passive House - Economic and Environmental Solution...
 
Graphic Design Tools and Software .pptx
Graphic Design Tools and Software   .pptxGraphic Design Tools and Software   .pptx
Graphic Design Tools and Software .pptx
 
Top Interior Designers in Bangalore.pdf1
Top Interior Designers in Bangalore.pdf1Top Interior Designers in Bangalore.pdf1
Top Interior Designers in Bangalore.pdf1
 
一比一原版(BU毕业证)波士顿大学毕业证如何办理
一比一原版(BU毕业证)波士顿大学毕业证如何办理一比一原版(BU毕业证)波士顿大学毕业证如何办理
一比一原版(BU毕业证)波士顿大学毕业证如何办理
 
Mohannad Abdullah portfolio _ V2 _22-24
Mohannad Abdullah  portfolio _ V2 _22-24Mohannad Abdullah  portfolio _ V2 _22-24
Mohannad Abdullah portfolio _ V2 _22-24
 
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHINHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
 
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
原版定做(penn毕业证书)美国宾夕法尼亚大学毕业证文凭学历证书原版一模一样
 
Divertidamente SLIDE.pptxufururururuhrurid8dj
Divertidamente SLIDE.pptxufururururuhrurid8djDivertidamente SLIDE.pptxufururururuhrurid8dj
Divertidamente SLIDE.pptxufururururuhrurid8dj
 
Storytelling For The Web: Integrate Storytelling in your Design Process
Storytelling For The Web: Integrate Storytelling in your Design ProcessStorytelling For The Web: Integrate Storytelling in your Design Process
Storytelling For The Web: Integrate Storytelling in your Design Process
 
Practical eLearning Makeovers for Everyone
Practical eLearning Makeovers for EveryonePractical eLearning Makeovers for Everyone
Practical eLearning Makeovers for Everyone
 
一比一原版(Columbia毕业证)哥伦比亚大学毕业证如何办理
一比一原版(Columbia毕业证)哥伦比亚大学毕业证如何办理一比一原版(Columbia毕业证)哥伦比亚大学毕业证如何办理
一比一原版(Columbia毕业证)哥伦比亚大学毕业证如何办理
 
一比一原版(UW毕业证)西雅图华盛顿大学毕业证如何办理
一比一原版(UW毕业证)西雅图华盛顿大学毕业证如何办理一比一原版(UW毕业证)西雅图华盛顿大学毕业证如何办理
一比一原版(UW毕业证)西雅图华盛顿大学毕业证如何办理
 
哪里办理美国中央华盛顿大学毕业证双学位证书原版一模一样
哪里办理美国中央华盛顿大学毕业证双学位证书原版一模一样哪里办理美国中央华盛顿大学毕业证双学位证书原版一模一样
哪里办理美国中央华盛顿大学毕业证双学位证书原版一模一样
 
PDF SubmissionDigital Marketing Institute in Noida
PDF SubmissionDigital Marketing Institute in NoidaPDF SubmissionDigital Marketing Institute in Noida
PDF SubmissionDigital Marketing Institute in Noida
 
Timeless Principles of Good Design
Timeless Principles of Good DesignTimeless Principles of Good Design
Timeless Principles of Good Design
 
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page
 
Virtual Tour Application Powerpoint for museum of edinburgh
Virtual Tour Application Powerpoint for museum of edinburghVirtual Tour Application Powerpoint for museum of edinburgh
Virtual Tour Application Powerpoint for museum of edinburgh
 
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANE
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANEEASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANE
EASY TUTORIAL OF HOW TO USE CAPCUT BY: FEBLESS HERNANE
 
ZAPATILLAS 2 X 110 ABRIL.pdf compra economico
ZAPATILLAS 2 X 110 ABRIL.pdf compra economicoZAPATILLAS 2 X 110 ABRIL.pdf compra economico
ZAPATILLAS 2 X 110 ABRIL.pdf compra economico
 

Heuristic Evaluation of System & Application

  • 1. Compliance Heuristic Evaluation A review of the current desktop compliance experience. Completed by: Jaime Brown Completion Date: 04/29/2024
  • 2. Content Heuristic Evaluation Overvie Heuristic Evaluation Checklis Vendor Compliance Application Page Vendor Feedbac Vendor UX Recommendation Stakeholder Feedbac Stakeholder Recommendation Appendix Heuristic Evaluation Content List
  • 3. What is a Heuristic Evaluation? Heuristic Evaluation Level Setting A heuristic evaluation is a method using in user interface (UI) and user experience (UX) design to identify potential usability problems in a digital product or system application. It is an examination of the interface and a judgement of its compliance against universally recognized usability principles, commonly known as heuristics. Evaluators will typically inspect the product’s interface and compare it against a set of predefined heuristics and guidelines. These heuristics are often based on principles established by the usability experts such as Jakob Nielsen or Bruce Tognazzini During the evaluation process, evaluators identify areas where the interface may deviate from the established heuristics, indicating potential usability issues. These issues could include problems with navigation, layout, terminology, feedback, error prevention, and other aspects that impact the overall user experience. These evaluations are often quickly and inexpensive compared to other usability testing methods, so they are a valuable tool for identifying usability problems, both early in the design process and after product release Heuristic evaluations are not a substitute for user-testing. They can not full replicate the experience of real users interacting with the product. Heuristic evaluations are not a one-time activity. These are most effective when conducted iteratively throughout the design process and after release. These are subjective assessments and should be combined with other methods and considerations in the design process.
  • 4. Vendor Compliance Application | Heuristic Review Checklist Heuristic Evaluation Complete Checklist Severity Ratings Evaluator Details Evaluator Name: Jaime Brown Device / Browser / OS: MacBook Pro, Chrome, MacOS Monterey Site URL: https://lxappvgatdev015.lowes.com:8443/vendorcompliance/ Date: 04.02.2024 0 1 2 3 4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 2 Checklist Checklist Checklist Checklist Checklist Yes Yes Yes Yes Yes No No No No No N/A N/A N/A N/A N/A Comments Comments Comments Comments Comments Severity Rating Severity Rating Severity Rating Severity Rating Severity Rating Visibility of system status Match between system and the real world User control andfreedom Consistency andStandards HelpUsers Recognize,Diagnose,andRecover From Errors 2 1 1 1 1
  • 5. Vendor Compliance Application | Heuristic Review Checklist Heuristic Evaluation Complete Checklist Date: 04.02.2024 Checklist Checklist Checklist Checklist Checklist Yes Yes Yes Yes No No No N/A No N/A Comments N/A N/A Severity Rating Comments Comments Comments Severity Rating Severity Rating Severity Rating Checklist Yes No N/A Comments Severity Rating Error Prevention Recognition Rather Than Recall Flexibility and Minimalist Design Aesthetic and Minimalist Design Help and Documentation 2 2 2 0 0 0 0 0 0 1 1 1 1 0 0 0 2 1 1
  • 7. Vendor Feedback Heuristic Evaluation Vendor Feedback UX scheduled 30-minute interview sessions with various vendor-users of Vendor Compliance. In addition to gaining insights about the process of managing fines, rebuttals and exceptions, I also asked vendors to assign a number value for certain categories. Those ratings are on the subsequent slide, and below are the Top 3 vendor comments related to Vendor Compliance. “Whenever we have come to an agreement on fill rate fines, it happens too late and past the deadline. I have to follow up constantly to find out the status of my inquiry.” - JeffO’Bannon-Amazon “I normally have to send emails as responses do not always make sense; then we need to work with our US counterparts at Lowes for some specific details and correspondence.” - ShauntaMcCracken,Samsung “If Lowe's requests further information for a dispute, you can't reply to more than one at a time, so you have to go into each one and respond to it.” - SarahFlorczyk-Energizer
  • 8. Vendor Ratings Heuristic Evaluation Vendor Ratings Baseline Content and Ease of Task Completion: out of 7 5.8 Along with interviews, we asked vendors to provide ratings on several key features, including Vendor Compliance Application specific ratings and the baseline rating for content across Lowe’s Vendor Gateway. Each rating was from 1 to 7, with 1 being the most difficult or worse, and 7 being the easiest or best. The scores for each category were than averaged: Vendor Compliance - Ease of Completing Tasks: 4.8 out of 7 Vendor Compliance - System Messaging: 4.7 out of 7 Level of Customer Support: out of 7 3.9 Total Vendor Compliance Score - 68.5%
  • 10. UX Recommendations Heuristic Evaluation UX Recommendations Insights Vendor Communications People Process T echnology Rebuttal Process User Interface
  • 11. UX Recommendations Continued Heuristic Evaluation UX Recommendations Insights Data Analytics People Process Technology Internal Associate Support User Interface - Continued
  • 13. Lowe’s Internal User’s Feedback Heuristic Evaluation Stakeholder Feedback In connecting with the Vendor Compliance application team, UX was able to gather insights into the internal process. This was not a major part of the heuristic effort, so further conversations may be required between the internal compliance users and UX. The conversation focused on the most pressing pain points, including needing the ability to add more detail and comments in the Vendor Compliance System and the ability to edit rebuttal information at the PO level, instead of the SFVBU level. “I have the capability to do it [change the fine amount], but not at the PO level as in the rebuttal level. We could do it at the ECF preview level, so one SFP view might...require that I need to make changes for one rebuttal...but I have to do it at the SFVBU level, but not at the PO level.” - Tulsi Dewangan “If there could be a capability in the tool to say we have closed the rebuttals, but based on discussions or based on additional information that we got for this particular rebuttal, we are going to waive off the fine for the vendor and it should ideally maybe have a comments column with ‘Approval Details’...” - Neha Chaudhary “There’s so much human manipulation going on with these files to get them in a point where we can produce the number and that just leaves room for errors, right?” - Amy Monroe
  • 14. Lowe’s Internal User’s Feedback - Continued Heuristic Evaluation Stakeholder Feedback In connecting with the Vendor Compliance application team, UX was able to gather insights into the internal process. This was not a major part of the heuristic effort, so further conversations may be required between the internal compliance users and UX. The conversation focused on the most pressing pain points, including needing the ability to add more detail and comments in the Vendor Compliance System and the ability to edit rebuttal information at the PO level, instead of the SFVBU level. “...lot of changes, like every quarter there is a process change...before we were approving merchants, we were agreeing for merchants but not now, now we are not agreeing for merchants approval and we come across scenarios where when they're [vendors] asking ‘wait, why is there a lot of changes and before you used to approve for the BOL for collect vendors no we are not allowed to’”. - S. Danush “I don't have any issues with the training, but as we have seen in the past one year, like so many process changes as we being the tenure in a team, it becomes, for us, very difficult because one month we are having this, these are the instructions, now we have to work and then the other month it changes.” - Ramanpreet Matharu
  • 15. UX Recommendations - Internal Lowes
  • 16. Wins Heuristic Evaluation Short Term/Long Term Wins Low Hanging-Do First Heuristic Evaluation - Identified Areas for Improvement Visibility of System Status Fast Fixes Highly Important Nice to Have Suggestions User Control and Freedom Match Between System and Real World Consistency and Standards Error Prevention Flexibility and Minimalist Design Help and Documentation
  • 18. Heuristic Evaluation Complete Checklist 1 Consistency and Standards Tab hover underline should be blue to match BDS and Lowe’s Vendor Gateway design standards. 2 Consistency and Standards Call to actions should be limited when used in tight spaces to prevent wrapping, and displacement of icon (X).
  • 19. 4 Consistency and Standards Best practice is to use standardized date presentations as <MM/DD/ YYYY> 3 Consistency and Standards Button styles (sizing, version)
  • 20. 6 Consistency and Standards Font weight should match Lowe’s Vendor Gateway design standards. Inconsistent font design. 7 Consistency and Standards Capitalized text should be used sparingly. We’re not yelling at the users, consider making case-sensitive statuses and SFVBU names. 5 Visibility of System Status Removing the required Company Banner and VBU switch has created lack of consistency across the entire Lowe’s Vendor Gateway ecosystem. All applications are required to have those components, so it’s jarring when users switch and see nothing but the primary nav and the application pages.
  • 21. 8 Consistency and Standards Success alert and font should match Lowe’s Vendor Gateway design standards.
  • 22. 9 Consistency and Standards Modal components should be consistent across the application. Match Lowe’s Vendor Gateway and BDS design standards.
  • 23.
  • 24. 11 Consistency and Standards Dropdowns should adhere to consistent functionality and standards following Lowe’s Vendor Gateway and BDS V3. 12 Consistency and Standards Comments font should be consistent with all pages and match Felix. Component is missing character count limits. 10 Consistency and Standards Too much green makes it difficult to quickly scan and view. Limit success green to smaller cells or icons to indicate success. 13 Consistency and Standards Button should match V3 design standards and be consistent in placement and design.
  • 25. 14 Flexibility and Minimalist Design Enhance to allow search of entire data table.
  • 26. 18 Visibility of System Status When all available table column headers are selected, the user is forced to scroll horizontally in the table. That’s not intuitive or easy to see. 15 Help and Documentation Column icons and headers are smaller, while the table font is large. Follow standards for Lowe’s Vendor Gateway. 16 Consistency and Standards Button styles (sizing, version) 17 Consistency and Standards For table columns where users may need to do math, the type should be right aligned.
  • 27. 19 Error Prevention No color confirmation that Status or Total Adjusted Fine is updated, just checkmark and X icon.
  • 28. 20 Consistency and Standards Button styles (sizing, color, version) and table component styling should be consistent across the application. Follow Lowe’s Vendor Gateway standards.
  • 29. 21 Consistency and Standards Icon is inconsistent with current size and placement standards.
  • 30. 22 Error Prevention Why is this red? Need consistency in messaging and guidance for usage.
  • 31. 23 Consistency and Standards Follow Lowe’s Vendor Gateway design standards for design and buttons. Missing a header.
  • 32. 25 Consistency and Standards Buttons should be disabled when form is not complete. Upload Documents should be left centered to match Lowe’s Vendor Gateway standards. 24 Consistency and Standards Button hierarchy should follow standards. One primary, secondary and tertiary status for these options.
  • 33. 26 Consistency and Standards Tabs should follow Backyard Design System and Lowe’s Vendor Gateway to match V3 standards. 28 Consistency and Standards Button size and color needs to be consistent across all pages and follow Lowe’s Vendor Gateway design standards. 27 Consistency and Standards Toggle needs to be blue to match Lowe’s Vendor Gateway standards.
  • 34. 29 Visibility and System Status Need consistency with page names across entire application. Confusing that some pages have page headers and some don’t. Page header names should also follow Lowe’s Vendor Gateway’s design standards. This header is too small. 30 Consistency and Standards Button size and color needs to be consistent across all pages and follow Lowe’s Vendor Gateway design standards. 31 Flexibility and Minimalist Design Too much white space can disrupt the visual hierarchy. Consider using slimmer columns when content requires less space.
  • 35. 32 Consistency and Standards Red font is for errors, not instructional messaging. Update to match Lowe’s Vendor Gateway design standards.
  • 36. 33 Consistency and Standards Layout spacing is inconsistent. Font and styling is inconsistent with the rest of the application. Follow BDS and Lowe’s Vendor Gateway guidelines.
  • 37. 34 Consistency and Standards Blue font signifies interactive states, so this font color could change to black or any other color that matches BDS and Lowe’s Vendor Gateway design standards. 35 Consistency and Standards Best practice is to use standardized date presentations as <MM/DD/ YYYY>
  • 38. 36 Consistency and Standards If there is only one selection in a dropdown, it should default to that selection and not allow expansion.
  • 39. 37 Consistency and Standards Icons for upload and download are inconsistent. Need to match BDS and Lowe’s Vendor Gateway V3 standards.
  • 40. UX Recommendations Heuristic Evaluation UX Recommendations Align the user interface (UI) with both Lowe’s Vendor Gateway’s Design Style Guide and the Backyard Design System (BDS), version 3. Ensuring that icons and components are uniform in style throughout an interface can greatly enhance the overall user experience and make the product feel more polished and professional. Correct the 37 identified heuristic concerns Along with enhancing the UI, add additional features such as search for the data table, or allow vendors to mass download PO Line Items, instead of line-by-line downloading Enhance the communication process with vendors so that they are informed of any fine, rebuttal or exemption communications. This improvement aims to ensure that vendors can stay up-to-date, which they highlighted as a major source of frustration in the current experience. Either email communications or making use of the current Lowe’s Vendor Gateway global notification system, vendors want to be notified of updates We received consistent feedback regarding confusion around the fine and rebuttal processes. Provide vendors with clear guidance on what documentation is required when rebutting a fine. Provide clarity around the process from the Lowe’s side, so that vendors understand why they’re being rejected and what precisely is required of them from the start.
  • 41. UX Recommendations Cont’d Heuristic Evaluation UX Recommendations Vendors feel the current support process is inadequate, both in ticketing responses and in application-support documentation. Provide vendors with more intuitive responses from Lowe’s support, with stronger guidance on where to locate resources in the Knowledge Center and how to respond to Vendor Compliance in rebuttals. Provide accurate and up-to-date documentation, as vendors feel the current resources are outdated Ensure that vendors receive the assistance and information they need to easily and quickly rebut fines, as well as respond to rebuttal requests or rejections Enhance the Vendor Compliance System so vendors are able to mass select line items in the system. Vendors can only select one page of Purchase Orders (POs) at a time, and paging through multiple pages of POs is heavy and cumbersome. Multiple vendors expressed this frustration Finally, the question of what success looks like for this effort. Initially, UX was told success centers around rebuttals, specifically how to lower the number of vendor submitted rebuttals Ultimately, there is no single method for lowering rebuttal numbers. The rebuttal process itself is murky to most vendors, and they need clarity on what documentation or resources are required when rebutting fines.
  • 42. UX Recommendations Cont’d Heuristic Evaluation UX Recommendations Otherwise, the best updates to make are List the steps that are required for vendors to complete a rebuttal process. Provide updates so that they’re informed every step of the way. Provide clear expectations on when vendors can expect a response from the Vendor Compliance team during rebuttals Engaging with Lowe’s Support (Remedy) so that they are better trained to respond to vendor questions would be enormously helpful for vendors Ensure the documentation in the Knowledge Center is up-to-date Enhance the rebuttal reason options. Add more dropdown options that account for reasoning scenarios when the vendor was “on time” and can provide verifications, something that gives more reason options This UX effort allowed for the integration of the Vendor Compliance System into FullStory. Now that a dashboard of metrics is established, it’s recommended that the engineering team and UX continue to monitor those data analytics for trends and future enhancement opportunities.
  • 43. Insights Heuristic Evaluation Lowe’s Internal Users Process Changes - Recent adjustments to Vendor Compliance System (VCS) processes are creating confusion among some of our associates, which is making it difficult to efficiently process rebuttals, and effectively onboard new staff We can improve onboarding effectiveness and reduce associate confusion by establishing a period of process stability alongside clear communication channels for upcoming changes. Adding a tab for internal associates to record documentation related to VCS process updates and employee reference documentation would be helpful Rebuttal Statuses - Implementing a ‘in-progress’ status for rebuttals being investigated would improve transparency for associates and vendors. This would allow associates to see when a rebuttal is being addressed, review those comments, and provide a clearer timeline to completion User Interface Updates - To improve process efficiency and address vendor frustrations around communications, the compliance team should explore increasing file size limits or implementing alternative methods for sharing larger evidence files. Additionally, expanding character limits in comment sections or notation spaces could enhance information exchanges, cutting down on confusion for both vendors and associates Enhanced Search - By optimizing the the search feature for Ship From Vendor Business Unit (SFVBU) Numbers, we can streamline the process of finding relevant information within the table. This eliminates the need for constant filtering and saves users valuable time System Comments - Currently, reopening rebuttals for adding updated internal comments requires contacting IT, which can be time- consuming. Implementing a functionality for senior associates to directly reopen and update rebuttal comments would improve efficiency Furthermore, vendors could track these comment updates within the system, providing a more transparent view of the investigation process, particularly for decisions involving waivers.
  • 44. Project Documentation Heuristic Evaluation Project Documentation EVET-3078 - UX Perform Heuristic Evaluation of Vendor Compliance System (VCS EVEP-325 Compliance Heuristic Research Space - Figm Internal Interview Recordings - Confluenc Documentation Space - Confluence