11HCI - Lesson 5.1

Heuristic Inspection (Nielsen’s Heuristics)

Prof. Garzotto

HEURISTIC Evaluation : an INSPECTION METHOD

Invented by J. Nielsen during mid nineties

What to do: One or more expert evaluators (usually from 3 to 5) systematically inspect a system and evaluate its compliance to a set of established guidelines (heuristics)

When: at any time during the development process

Object of evaluation Design documents Prototyper Final product

Nielsen’s Heuristic Evaluation in its inventor’s eyes

Nielsen’s 10 heuristicsNot universally recognized Other practitioners and scholars have defined their own

set of heuristics

1. Visibility of system status2. Match between system and the real world3. User control and freedom4. Consistency and standards5. Error prevention 6. Recognition rather than recall 7. Flexibility and efficiency of use 8. Aesthetic and minimalist design9. Help users recognize, diagnose and recover from errors10. Help and documentation

1. Visibility of system status

The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.

Example: status bar

in web sites: site map, orientation info...

2. Match between system and the real world

The system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order.

ExampleWhat “adds-in” means?

3. User control and freedomUsers often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo.

Example: e-commerce (ticket on line)

if you do a mistake in your order, avoid to start the selection process again from the beginning – just undo some actions

4. Consistency and standards

Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions.

Example: this symbol should always mean «close»

5. Error preventionEven better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.

ExampleIt is frequent in many websites to get to the wrong page – a page you are not intended to go to. Rather that offering the user a back buttom (often, the browser «back») it would have been better to explain the link destination (e.g., through a clear link label) before having the user click the link

6. Recognition rather than recallMinimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate.

Esempio: in MS, try to change the keybord language that you have changed by mistake and cause you keys to have a different symbolo (e.g., $ instead of ?): is is clear how to do so or do you have to remember, or get crazy with trial and errors?

7. Flexibility and efficiency of useAccelerators -- unseen by the novice user -- may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.

Example:web accelators: landmarks

In Windows: crtl+alt+x to replace a sequence of menu items selection

8. Aesthetic and minimalist design

Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility.

Example: web pages with a long text that needs scrolling; Marble like background

9. Help users recognize, diagnose and recover from errors

Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution.

Example: user’s mistake in typing error, and related suggestion

10. Help and documentation

Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.

Example:obscure help for setting your keyboard language

References

Nielsen, J., Mack R., Usability Inspection Methods, Wiley 1994.

Nielsen, J., Designing Web Usability, New Riders, 1999.

Jakob Nielsen, www.useit.com

Nielsen’s heuristic (http://www.useit.com/papers/heuristic/heuristic_list.html)

Bruce Tognazzini, www.asktog.com