Exploring e-Commerce Usability by Heuristic Evaluation as a Compelement of System Usability Scale

Abstract

The use of the System Usability Scale (SUS) questionnaire in the measurement of e-commerce usability has been widely carried out. However, the SUS score is not an adequate measure to express the level of user acceptance and satisfaction. Other evaluations are needed to complement the usability test, including assessments based on expert judgment. The proposed method consists of two stages, the heuristic evaluation stage, which involves expert judgment, and the SUS questionnaire stage based on user perceptions of the e-commerce website. Input from experts is expected to be able to show better the usability issues faced in using the website. Expert and user perspectives are combined to get user input in design improvements. We collect data from experts and users about their perceptions of the usability of Shoppee e-commerce websites. Most users agree that the Shopee site is excellent (grade B-). The results of the examination by the expert stated that the Shopee site was also excellent. Nine out of ten evaluation criteria scored above 72%. The most usability issue is the flexibility and efficiency of the system, especially problems in search engines.