Heuristic_Analysis_FM.xlsx
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CLIENT: KPNODATE: 10/5/18
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Abby MethodHeuristicsSCORE: DesktopSCORE: MobileObservationRecommendation
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FindableCan users easily locate the things they are seeking?
Serious ProblemSerious Problemimportant 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
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How is findability affected across devices?Minor ProblemMeets Best Practicethe 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 navfix hamburger menu breakpoint on desktop
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Are there mulitiple ways available to access things?Minor ProblemMinor Problemthere are multiple ways to access top level or oveview pages, but not DPs.make DP's easier to access
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How do external and internal search "see" what is provided?Minor ProblemMinor Problembecuase there is information on multiple platforms, the search backend could take longer or not find relevant info as quickly
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Is information formatted with the results in mind?Serious ProblemSerious Problemimportant 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.
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What is provided to make the delivered results more useful?Minor ProblemMinor Problemthe 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 pageremove extraneous buttons with little info,
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TotalAble to be locatedMinor ProblemMinor ProblemI 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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AccessibleCan it be used via all expected channels and devices?Meets Best PracticeMeets Best Practice
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How resiliant and consistent is it when used via other channels?Meets Best PracticeMeets Best Practice
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Does it meet the levels of accessibility compliance to be considerate of those users with disabilities? (e.g. color blindness, contrast, dislexia)
Critical ProblemCritical Problemno hearing impairment option, and contrast and color on the reservation can be improved.
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TotalEasily approached and /or enteredMinor ProblemMinor Problemeventually make sure site meet accessibility requirements, fix font and color contrast in reservation redesign
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ClearIs it easy to use and understand? (including uncommon terms or being purposefully unclear in language)Meets Best PracticeMeets Best Practice
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Is the target demographics' grade and reading level considered?Meets Best PracticeMeets Best Practice
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Is the path to task completion obvious and free of distraction?Critical ProblemCritical Problem
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Would a user find it easy to describe?Minor ProblemMinor Problem
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TotalEasily perceptibleMinor ProblemMinor ProblemThe 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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CommunicationIs the status, location and permissions of the user obvious?Meets Best PracticeMeets Best Practice
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How is messaging used throuout? Is messaging effective for the tasks and contexts being supported?Critical ProblemCritical Problemfor 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.
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Does the navigation and messaging help establish a sense of place that is consistent and orienting across channels, contexts and tasks?Critical ProblemCritical ProblemThe menu bar changes based on what page you are on, hamburger menu for mobile is also activated on smaller screen computers,
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TotalTalkative, informing, timelySerious ProblemSerious Problemshould be consistent and clear across the site which is currently not the caseedit communication and information so only most relevant info can be easily viewed by the user
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UsefulIs it usable? Are users able to complete the tasks that they set out to without massive frustration or abandon?Critical ProblemCritical ProblemIf 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
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Does it serve new users as well as loyal users in ways that satisfy their needs uniquely?Minor ProblemMinor Problem
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Are there a few navigation options that lead where users may want to go next? Are they clearly labeled?Minor ProblemMinor Problemthis could be streamlined
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TotalCapable of producing the desired or intended resultMinor ProblemMinor Problemoverall, 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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CredibilityIs the design appropriate to the content of use and audience?Serious ProblemMinor Problemimage use on the site is inconsistent and ultimately does not aid in clarity, image use is more successful on mobile
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Is your content updated in a timely manner?Serious ProblemSerious Problemno, updates have not been made in at least year on some visitor information elements of the site
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Do you use restraint with your promotional content?Meets Best PracticeMeets Best Practice
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Is it easy to contact a real person?Critical ProblemCritical Problemcontact information is very hard to access, it is on a few event pages and on the very bottom of the reservation page
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Is it easy to verify your credentials?
Meets Best PracticeMeets Best Practicethey have credibility badges and captcha
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Do you have help/support content where it is needed? Especially important when asking for sensitive personal dataSerious ProblemSerious Problemthe only place is at the reservation point
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TotalWorthy of confidence, reliableMinor ProblemMinor Problembetter acceses to contact info, and ensure all content is up to datebetter acceses to contact info, and ensure all content is up to date
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ControllableAre tasks and information a user would reasonably want to accomplish available? Minor ProblemMinor Problem
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How well are errors anticipated and eliminated?Serious ProblemSerious Problemclarify key info on the reservation landing page, make sure buttons are clear and discernable, contact info is easier to acess
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When errors do occur, how easily can a user recover?Meets Best PracticeMeets Best Practice
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Are features offered to allow the user to tailor information or functionality to their context?Meets Best PracticeMeets Best Practice
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Are exits and other important controls clearly marked? Serious ProblemSerious Problem
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TotalAble to adjust to a requirementSerious ProblemSerious Problemclarify key info on the reservation landing page, make sure buttons are clear and discernable, contact info is easier to acess
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ValuableIs it desirable to the target user? Does it improve customer satisfaction?Meets Best PracticeMeets Best Practice
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Does it maintain conformity with expectation throughout the interaction across channels?Critical ProblemCritical Problem
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Can a user easily describe the value?Minor ProblemMinor Problem
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How is success being meausured? Does it contribute does it contribute to the bottom line? Minor ProblemMinor Problem
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Does it improve customer satisfaction?Critical ProblemCritical Problem
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TotalOf great use, service, and importanceMinor Problemthe 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 problematicthe 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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LearnableCan it be grasped quickly? Does it behave consistently enough to be predictable?Minor ProblemMinor Problem
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What is offered to ease the more complicated processes?Critical ProblemCritical Problemthey attempt to overload the user with information that confuses an already complicated processclear step by step info, better hierarchy, eliminate redundant info in the process.
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Is it memorable?Meets Best PracticeMeets Best Practice
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Is it easy to recount?Serious ProblemSerious Problemdue 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
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Does it behave consistently enough to be predictable?Serious ProblemSerious Problemnot predictable due to the various sites being used
keep all key info in one place and one consisten look
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TotalTo fix in the mind, in the memorySerious ProblemSerious Problem
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DelightfulWhat are your differentiators from other similar experiences or competitors? Minor ProblemMinor ProblemThey have several more research based and overnight experiences that allow access to euqipment. this should be highlighted
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What cross channel ties can be explored that delight?Minor ProblemMinor ProblemHighlight their scientific partnerships more clearly
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How are user expectations not just met but exceeded?Serious ProblemSerious ProblemThe 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.
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What are you providing that is unexpected?Minor ProblemMinor Problem
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What can you take that is now ordinary and make extraordinary?Serious ProblemSerious Problem
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TotalGreatly pleasingMinor ProblemMinor Problem
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