Enhancing Usability Assessment with a Novel Heuristics-Based Approach Validated in an Actual Business Setting

Abstract

We have long been committed to improving Usability Evaluation and one of the proposals we have been working on the most is the use and improvement of the Heuristic Evaluation (HE) technique. With this in mind, we proposed an improvement which was tested in an experiment. This article describes an experiment carried out in a real business professional context. Fifteen usability experts from a reputable company evaluated eight websites (four supermarket and four bank platforms) using our HE proposal for the first time in real-world scenarios. This experimentation analyzed two main aspects: firstly, whether individual or group evaluations affect the final result, and secondly, whether the heuristic evaluation technique is effective in a real business and professional context. Regarding the Usability Percentage (UP) event, the results indicate that there was little difference between group and individual evaluations. The mean UP for the group was 57.88%, while the mean UP for individuals was 56.66%. The experiment provided sufficient information to suggest a new version of our HE methodology, specifically designed to improve results in real-life contexts. Furthermore, the experiment’s findings support the proposal of this new methodology, which is better suited to the business environment.