Heuristic Evaluation Welcome Packet
Harsh Shah,
Nishant PSVE,
Pranavi Chitti,
Tejaswini Chalicheemala, Vaidehi Kushare
What went well
Welcome packet page 2 and 3. Icons resemble to the real world
The icons in the welcome packet resembles to the real world and they are easily recognizable which helps users to understand the data quickly.
Match between system and real world
Welcome packet page 6 and 2. Overall colors, structure etc are consistent throughout.
The structure of the entire welcome packet is easy to understand. The overall colors used are consistent across the document.
Consistency and Standards
What can be improved
Welcome packet page 3. Directing users from physical copy to a system via links
It might be difficult for the users to follow the links given in the physical copy of welcome packet and map the instructions from it to the system.
User control and freedom
Recommendation:
Using a QR code in the physical copy or sending a email with all the links to the user so that they can follow easily
Severity: 3, Major usability problem
Welcome packet page 1. Difficult for the users to find certain information in the packet.
This packet will be used for a long time purpose. It will be difficult for the users to go through 17 pages packet to find a certain information
Help & documentation, Flexibility and efficiency of use
Having an index with page numbers at the start of the packet will help users to find information quickly.
Severity: 3, Major usability problem
Recommendation:
Welcome packet page 11.
When user clicks on HIV/AIDS link in the PHI form, there are four forms that show up on the website which might confuse the users about what link to select.
Help and documentation
Provide help text that informs the user about the options they are about to have and which one they need to choose.
Severity: 2, Minor usability problem
Recommendation:
Welcome packet page 6. How EPIC helps in saving money isn’t mentioned here.
3 ways to save money is mentioned here but how EPIC help users to save money isn’t mentioned. Only the contact information is provided.
Users might not be able to understand how EPIC works
Recognition rather than recall
How EPIC helps users to save money on Rx needs to be clearly mentioned just like the three points mentioned above.
Severity: 2, Minor usability problem
Recommendation:
Welcome packet page 2,3. Multiple lists throughout the packet
The document contains several step-lists that the user is expected to follow, but there is no indication of their progress or current location within the process.
Recognition rather than recall
Providing a checklist can assist users in keeping track of the tasks they have completed.
Severity: 2, Minor usability problem
Recommendation:
Welcome packet page 11. The additional resources page is filled with lot of information.
The information looks cluttered as there is lot of data in a single page.
Aesthetic and minimalist design
Increasing line spacing and maintaining good hierarchy would help decreasing the clutter and improving the overall structure of showcasing the information.
Severity: 2, Minor usability problem
Recommendation:
Welcome packet page 11. No indication of mandatory fields
The PHI form contains no indication of mandatory fields due to which the user might miss out to fill the required information.
Error prevention
Providing a red star as in google forms or providing a text that ‘all the information needs to be filled’ could help the users understand that it is mandatory to fill that field.
Severity: 2, Minor usability problem
Recommendation:
Welcome packet page 12. Date entry is not clear
In the part E of the PHI form, the date entry is confusing if the user wants the insurance for lifetime
Error prevention
Providing a help text about how long the date can be, help the users in avoiding the confusion about which date to entry
Severity: 2, Minor usability problem
Recommendation:
Welcome packet page 7. The Medicare part D phase .
The information regarding the costs in ‘YOU PAY’ and ‘WE PAY’ could be confusing for the users . The terminology for each phase is different. For example, using copayment and % in coverage phase and catastrophic phase might be confusing
Consistency and Standards
Appendix for the technical words could be mentioned and the information in each phase can be better explained for the user to understand clearly.
Recommendation:
Severity: 2, Minor usability problem
Welcome packet page 5. The additional resources page is filled with lot of information.
The current font may not be suitable for lengthy paragraphs, especially for a print form.
Aesthetic and minimalist design
Serif, Times New Roman and Georgia, these fonts have slight embellishments on the letters that can aid in letter recognition and make the text easier to read, especially at larger sizes.
Severity: 1, Cosmetic problem only
Recommendation:
Thank you :)