Heuristic Evaluation
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LOCATIONPROBLEMHEURISTIC CRETERIA RECOMMENDATIONSEVERITYADDED BY# OF EVALUATORSScore definition for severity
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ExplanationOne of the nine pages under "I am a member" of HAAM website. It can be Contact Us, Programs & Information, or other 7 benefits/programsEverything you think violates one of the heuristic creteria on a page. See right, total 16 creteria. Just put on the numbersolution to the problem. Try to make it simple e.g. redesign the style, intergral two pages to one, re-plan the content structureSee right, score from 0-3Your nameI will calculate it after everone finishes
0: no problem
1: small problems, don't need to change
2: medium problems, better to chage
3: serious problems, must change
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FindingsHomein cell phone, "I'm a member” is under “member service.” Web has this one, but also has another obvious and better entry which app doesn't have. 1redesign the navigation, make consistant 1TCRETERIA
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Homein ipad, "I'm a “member” is under two hamburger icons. Uncommon design and cofusing1redesign the navigation, make consistant 1T
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AllDonate in every page, contact us in almost every page20TFINDABLE
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Contact UsI am already a member so enter this page. But first page is just an introduction and contatct us81. the first page should be program and information
2. or gave a link to PRograms & Information
2T
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Programs & InformationNavigate to Open Enrollment, but it recommend to contact HAAM as well8Why not combine this page with Open Enrollment?1T
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Programs & Information"Depending on their membership type" but there is no introduction. Has to contact HAAM16Introduction for all membership types on the website directly3T
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Dental, Hearing, Mental Health and Addiction Recoveryco-pay4intro for insurance terminologies1T
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DentalDoesn't know the format of phone. Will it make any error? HAAM dentist? Should be CADF dentist?11
Clear hint at the column
1T
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Dental"Preventative work including routine visits" Why routine work needs fill out the form each time?13Member portal2T
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AllAll members are provided the same info7Member portal and customized the info or needs2TACCESSIBLE
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VisionBullet points don't well represent steps8After "follow these steps", bullet point change into number1T2Are there multiple ways available to access things?
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AllLow fliexibility and efficiency to use12Member portal2T3Match 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.
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Visionusers have to contact HAAM everytime, this website then is not so useful 13Users can receive the voucher through online application without giving a call1T
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HearingDoesn't mention the benefits / positive outcome of Filtered plugs, only saied shortcomings of traditional foam plug-ins13Add on details about the plugs3TCLEAR
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Mental Health and Addiction RecoveryNo introduction to SIMS. What does it stands for? Who consists of this foundation? Is there a link to it? Just provide a number is quite unconfortable to users.8More info about SIMS2T4Is the target demographics' grade and reading level being considered?
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Mental Health and Addiction RecoveryDoesn't mention about the deadline for collaboration with the provider. Can members call again and again with the provider every year if they are still member? Or should they call SIMS?13More info about the collaboration model2T
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Hep Clittle cost. Unclear information9Can it be a range of number1TCOMMUNICATIVE
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All, except Hep CNo clear structure and subtitle14, 16Learn the page of Hep C to let users clearly know: Overview, What, Who, What if.3T5Visibility of system status: The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.
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Primary and Specialty CareNo explanation what is primary care and specialty care4explain. what kind of diseases are included?3T6Recognition rather than recall: Minimize 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.
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Primary and Specialty CareDon't remember which plan you have? Contact us and we'll let you know.6member portal2T
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Primary and Specialty CareNo insurance info. Only Seton mentioned specialty care, the others mentioned nothing13state what the providers provide, specialty care or primary care.3TUSEFUL
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Programs & InformationContact us link to another place2Present contact information in one page1J7Does it serve new users as well as loyal users in ways that satisfy their needs uniquely?
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Programs & InformationThere are two link that can take me to open enrollment page2Delete one1J8Are there a few navigation options taht lead where users may want to go next? Are they leraly labeled?
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DentalIf I send out the form accidentally, I cannot change my information 11Pop up "Do you want to send?"3J
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DentalUsers have to remember their dentist's name6Integrate with online portal system, based on user's past appointment, we can know their doctor2JCREDIBLE
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Dentalprocesses are presented as content14Visualize the process2J9Help 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.
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DentalIf I want more info about the program, the only way is to reach the program coordinator with email9Inlcude possible contact info1J
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DentalThe info about dental is presented in detail. However, they do not highligh the key point the user need to aware about13Inlcude a list that what members have to aware of before and after visitng a dentist2JCONTROLLABLE
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VisionMembers do not what to do next if they want more info16Provide contact info consistently1J10When errors do occur, how easily can a user recover?
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VisionWhat is part B?16be specific1J11Error prevention: Even 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.
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HearingThe info is presented in detail. However, they do not highligh the key point the user need to aware about13Inlcude a list that what members have to aware of before and after visiting hear clinics2J12Flexibility and efficiency of use: Accelerators — 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.
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HearingSome program list the service by bullet point , other do not16List every service with bullet point2J
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Mental Health and Addiction RecoveryWhat is SIMS?16tell what sims is1JVALUABLE
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Mental Health and Addiction Recovery"Get started" is not consistent with the subtitle of pervious program16All start with "Get started"1J13Is it desirable to the target user?
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Hep CSubtitle is not consistent16Include Q & A1J
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Hep C What is CDC16tell what cdc is 1JLEARNABLE
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Primary and Specialty Carewhat are those plans for?4tell what are those plan2J14What is offered to ease the more complicated processes?
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Primary and Specialty CareInfomation is not clear enough. Do I deal with those plans?4tell the step members have to do1J15Is it memorable?
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open enrollmentopen enroll is for new member, is not for current member13put open erollment section inside become a member1J16Consistency and standards: Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions.
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