Heuristic_Analysis_FM.xlsx

	A	B	C	D	E	H
1	CLIENT: KPNO		DATE: 10/5/18
2	Abby Method	Heuristics	SCORE: Desktop	SCORE: Mobile	Observation	Recommendation

3	Findable	Can users easily locate the things they are seeking?	Serious Problem	Serious Problem	important user information is buried and not easy to find. because there is little informational hierarchy it makes info like hours and important tour info hard to discover.	make key info easy to access, set it in its own section on the page, make bold
4		How is findability affected across devices?	Minor Problem	Meets Best Practice	the hamburger menu has a very high breakpoint and it makes the site harder to navigate on a small computer screen. adjust the breakpoint and accessibility of the main nav	fix hamburger menu breakpoint on desktop
5		Are there mulitiple ways available to access things?	Minor Problem	Minor Problem	there are multiple ways to access top level or oveview pages, but not DPs.	make DP's easier to access
6		How do external and internal search "see" what is provided?	Minor Problem	Minor Problem	becuase there is information on multiple platforms, the search backend could take longer or not find relevant info as quickly
7		Is information formatted with the results in mind?	Serious Problem	Serious Problem	important user information is buried and not easy to find. because there is little informational hierarchy it makes info like hours and important tour info hard to discover.
8		What is provided to make the delivered results more useful?	Minor Problem	Minor Problem	the info has been significantly edited from the orginal site and more buttons allow for user to explore a topic in more detail. sometimes this is successful and others it should be removed and content just included in the main page	remove extraneous buttons with little info,
9	Total	Able to be located	Minor Problem	Minor Problem	I think with some layout adjustments, like making tour hours clear and clearer info on prices and reservations, the access to information will be significantly improved
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11	Accessible	Can it be used via all expected channels and devices?	Meets Best Practice	Meets Best Practice
12		How resiliant and consistent is it when used via other channels?	Meets Best Practice	Meets Best Practice
13		Does it meet the levels of accessibility compliance to be considerate of those users with disabilities? (e.g. color blindness, contrast, dislexia)	Critical Problem	Critical Problem	no hearing impairment option, and contrast and color on the reservation can be improved.
14	Total	Easily approached and /or entered	Minor Problem	Minor Problem		eventually make sure site meet accessibility requirements, fix font and color contrast in reservation redesign
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16	Clear	Is it easy to use and understand? (including uncommon terms or being purposefully unclear in language)	Meets Best Practice	Meets Best Practice
17		Is the target demographics' grade and reading level considered?	Meets Best Practice	Meets Best Practice
18		Is the path to task completion obvious and free of distraction?	Critical Problem	Critical Problem
19		Would a user find it easy to describe?	Minor Problem	Minor Problem
20	Total	Easily perceptible	Minor Problem	Minor Problem	The site has navigation that is broken out into easily accessible chunks of info to help guide the user. sometimes this becomes redundant and it is hard to access in-depth DPs. In addition the reservation system needs to be streamlined.
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22	Communication	Is the status, location and permissions of the user obvious?	Meets Best Practice	Meets Best Practice
23		How is messaging used throuout? Is messaging effective for the tasks and contexts being supported?	Critical Problem	Critical Problem	for the main site the messaging is consistent, however once users are taken to the reservation platform or secondary links the tone and scope of the content becomes overwhelming.
24		Does the navigation and messaging help establish a sense of place that is consistent and orienting across channels, contexts and tasks?	Critical Problem	Critical Problem	The menu bar changes based on what page you are on, hamburger menu for mobile is also activated on smaller screen computers,
25	Total	Talkative, informing, timely	Serious Problem	Serious Problem	should be consistent and clear across the site which is currently not the case	edit communication and information so only most relevant info can be easily viewed by the user
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27	Useful	Is it usable? Are users able to complete the tasks that they set out to without massive frustration or abandon?	Critical Problem	Critical Problem	If they are hoping to make reservations this is a challenging and confusing process, also if they are looking for in-depth DPs those are hard to find. And job applications and donations are combined which users may find confusing
28		Does it serve new users as well as loyal users in ways that satisfy their needs uniquely?	Minor Problem	Minor Problem
29		Are there a few navigation options that lead where users may want to go next? Are they clearly labeled?	Minor Problem	Minor Problem	this could be streamlined
30	Total	Capable of producing the desired or intended result	Minor Problem	Minor Problem	overall, the site has been given some thought in terms of content, but some of it is extraneous, pages can be combined, or info clarified
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32	Credibility	Is the design appropriate to the content of use and audience?	Serious Problem	Minor Problem	image use on the site is inconsistent and ultimately does not aid in clarity, image use is more successful on mobile
33		Is your content updated in a timely manner?	Serious Problem	Serious Problem	no, updates have not been made in at least year on some visitor information elements of the site
34		Do you use restraint with your promotional content?	Meets Best Practice	Meets Best Practice
35		Is it easy to contact a real person?	Critical Problem	Critical Problem	contact information is very hard to access, it is on a few event pages and on the very bottom of the reservation page
36		Is it easy to verify your credentials?	Meets Best Practice	Meets Best Practice	they have credibility badges and captcha
37		Do you have help/support content where it is needed? Especially important when asking for sensitive personal data	Serious Problem	Serious Problem	the only place is at the reservation point
38	Total	Worthy of confidence, reliable	Minor Problem	Minor Problem	better acceses to contact info, and ensure all content is up to date	better acceses to contact info, and ensure all content is up to date
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40	Controllable	Are tasks and information a user would reasonably want to accomplish available?	Minor Problem	Minor Problem
41		How well are errors anticipated and eliminated?	Serious Problem	Serious Problem		clarify key info on the reservation landing page, make sure buttons are clear and discernable, contact info is easier to acess
42		When errors do occur, how easily can a user recover?	Meets Best Practice	Meets Best Practice
43		Are features offered to allow the user to tailor information or functionality to their context?	Meets Best Practice	Meets Best Practice
44		Are exits and other important controls clearly marked?	Serious Problem	Serious Problem
45	Total	Able to adjust to a requirement	Serious Problem	Serious Problem		clarify key info on the reservation landing page, make sure buttons are clear and discernable, contact info is easier to acess
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47	Valuable	Is it desirable to the target user? Does it improve customer satisfaction?	Meets Best Practice	Meets Best Practice
48		Does it maintain conformity with expectation throughout the interaction across channels?	Critical Problem	Critical Problem
49		Can a user easily describe the value?	Minor Problem	Minor Problem
50		How is success being meausured? Does it contribute does it contribute to the bottom line?	Minor Problem	Minor Problem
51		Does it improve customer satisfaction?	Critical Problem	Critical Problem
52	Total	Of great use, service, and importance	Minor Problem		the problem with this site is the bifurcated value in the user experience. part of the site is helpful provides needed information, but the transactional portion of the site is really problematic	the site is offering some really valuable opportunites to users, however the reservation system is confusing causing frustration. it should be fully incorporated into the site design and the directions significantly edited
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54	Learnable	Can it be grasped quickly? Does it behave consistently enough to be predictable?	Minor Problem	Minor Problem
55		What is offered to ease the more complicated processes?	Critical Problem	Critical Problem	they attempt to overload the user with information that confuses an already complicated process	clear step by step info, better hierarchy, eliminate redundant info in the process.
56		Is it memorable?	Meets Best Practice	Meets Best Practice
57		Is it easy to recount?	Serious Problem	Serious Problem	due to the nature of the site, there is a lot of important info, but it is not shared in a way that is simple to recount, especially when you get more indepth into making a reservation for a visit
58		Does it behave consistently enough to be predictable?	Serious Problem	Serious Problem	not predictable due to the various sites being used	keep all key info in one place and one consisten look
59	Total	To fix in the mind, in the memory	Serious Problem	Serious Problem
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61	Delightful	What are your differentiators from other similar experiences or competitors?	Minor Problem	Minor Problem	They have several more research based and overnight experiences that allow access to euqipment. this should be highlighted
62		What cross channel ties can be explored that delight?	Minor Problem	Minor Problem	Highlight their scientific partnerships more clearly
63		How are user expectations not just met but exceeded?	Serious Problem	Serious Problem	The reservation process honestly is the biggest concern, they have interesting offerings but access to them is so complicated and confusing it is not enjoyable for the user.
64		What are you providing that is unexpected?	Minor Problem	Minor Problem
65		What can you take that is now ordinary and make extraordinary?	Serious Problem	Serious Problem
66	Total	Greatly pleasing	Minor Problem	Minor Problem
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