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Heuristics
Heuristic Summary / Heuristic Details / Back to Index

B.1 Heuristic Summary
Heuristic Name Frequency Frequencies Grouped by Scenario
Audit 4  
Content 1  
Layout 2 Scenario 04: 1
Scenario 08: 1
N/A 16 Scenario 01: 2
Scenario 02: 1
Scenario 03: 1
Scenario 04: 1
Scenario 05: 1
Scenario 06: 1
Scenario 07: 1
Scenario 08: 5
Scenario 09: 1
Navigation 9 Scenario 02: 1
Scenario 03: 1
Scenario 04: 1
Scenario 05: 1
Scenario 08: 1
Standards and Guidelines 9 Scenario 04: 3
Scenario 06: 1
Scenario 08: 2
Scenario 09: 2
Terminology 4 Scenario 01: 3
Scenario 03: 1
User Assistance / Help 2 Scenario 05: 1
Scenario 09: 1
Workflow 3 Scenario 09: 3
 
B.2 Heuristic Details

Audit (Freq. = 4)    Back to Top

Scenario User Logged Observation
Not set Veevi Missing shipping information is not validated even when send to "same as billing" is NOT checked.
Not set Veevi May need an Update Quantities button inside the cart to change quantities.
Not set Veevi Missing required fields aren't caught in the billing form.
Not set Veevi Phone and zip code should be validated as numeric.

Content (Freq. = 1)    Back to Top

Scenario User Logged Observation
Not set Veevi Should say 15-dollar SHIPPING charge, not just charge. Should explain how the products will be shipped.

Layout (Freq. = 2)    Back to Top

Scenario User Logged Observation
04 Dave Shipping is below the fold.
08 Carrie User thinks the logo is out of place.

N/A (Freq. = 16)    Back to Top

Scenario User Logged Observation
01 Carrie Products. Clicks product link.
01 Carrie Demo first, registers.
02 Carrie Clicks on "Web".
03 Carrie 1 is default, goes through billing information, thinks entering company name should be mandatory.
04 Dave Hit "continue", reviewed page.
05 Dave Thinks 2nd item shouldn't be the same to ship, should be reduced price.
06 Dave Enters wrong date, goes back. Fixes it. Still is wrong. Wants to know specifically what was wrong with transaction, isn't sure. Can only validate credit card, not address information, even though it says the address might not match.
07 Dave The potential errors were hard to read, all in one block. Should give specific problem and how to fix it rather than a whole bunch of prose. Tough to read.
08 Carrie Goes to order form; it doesn't work.
08 Carrie Tries view cart;it doesn't work.
08 Dave Should be a shop more button. Just backed up with browser button. Has three, changes quantity back to two.
08 Dave Should have remembered who I was in the shipping info screen.
08 Dave Text is not re-sizable within the browser.
09 Dave Need to type all the information in again. Likes it when you type in zip code and state is entered automatically.
Not Set Veevi If save as billing is checked, should bookmark down to the end of the page so one doesn't need to scroll through the entire form to continue.
Not Set Veevi View cart link doesn't seem to work.It should be grayed out when actually inside cart.

Navigation (Freq. = 9)    Back to Top

Scenario User Logged Observation
02 Carrie Goes to training first for CBT and looks for it on the training page. Doesn't see computer based training, but finds dates. Goes back to products.
03 Dave Learn more or click on box? Clicks on box. What if I'd clicked on learn more? Clicks purchase. Goes to cart. Wants 2. Changes it to 2. Reads charge (what's it for?).
04 Dave Doesn't use the mouse in the form, except for the state and country selection. Expected to find US at the top of the list.
05 Carrie Checks the return policy (broken) and refund policy (broken).
08 Carrie Cautious about the back button. "Will things stay in my cart?” Uses the back button on the screen. Clicks on the GUI CBT course, and hits purchase. The cart kept the web course. She continues with the billing information.
Not set Veevi At items ordered, it should allow a return to the cart to adjust the quantity.
Not set Veevi Back out (using back button) to back out of the cart failed.
Not set Veevi Refund policy link is broken.
Not set Veevi Return policy link is broken.

Standards & Guidelines (Freq. = 9)    Back to Top

Scenario User Logged Observation
04 Carrie Information from billing info doesn't get transferred to the shipping screen? This confuses her.
04 Carrie Why do I have to enter e-mail twice?
04 Carrie Is concerned that the shipping info will get lost because it doesn't post to the form when checked. Wants to be able to type in the country field because going to u and scrolling for USA is hard.
06 Carrie No difficulties. Biggest fear that somebody gets a hold of her credit card. "I don't see a way to verify the card. It doesn't seem secure."
08 Carrie Wants to know it's secure. Doesn't look at the address at the top. Wants to see the billing information, shipping page, and order confirmation separate. Thinks it is checking the billing and address.
08 Carrie Worries that card is charged twice if she reenters and resets.
09 Carrie Tries logo. Doesn't take her back to the home page as she expects. Would close it because she's done the shopping she wanted to do. Expects return to take her back to the products menu. Surprised that it takes her back to the home page (tried it with prompting). Expects return to shopping and continue shopping to be the same. Back button should be "continue shopping" instead of back.
09 Carrie Expects it to re-post the shipping information if "same as billing" is checked. Is used to seeing it on a separate page.
Not set Veevi Noted to be consistent on site. If the required field is a red asterisk, it should be that way consistently. It's black on the order form.

Terminology (Freq. = 4)    Back to Top

Scenario User Logged Observation
01 Dave Doesn't say "purchase". Tries "contact us". "That doesn't look like what I want to do." Hits the back button on the browser. He is looking for a button that says "purchase", "buy", or something like that. Looks at the button for order form at top. Clicks on it. Gets the order/feedback form. "Can't order it because I don't know how much it costs." Would fill out the feedback form at this point if he was seriously interested. (order download seems hung up)
01 Dave Clicked on GG link. Looked at overview. Doesn't say anything about guidelines (prompted to look for GUIDELINES).
01 Carrie Looking for "purchase, buy it". "Something to let me know I can purchase it online."
03 Dave Goes to training (misunderstood CBT prompt). "But I still might have gone down the training path." Didn't see CBT under training. Goes to products and finds it. "It seems like I could have found it from the training button."

User Assistance/Help (Freq. = 2)    Back to Top

Scenario User Logged Observation
05 Carrie "What’s the shipping cost? What's the tax rate? Who does it apply to? Where can I get information about it? I want to make sure I'm getting charged the right tax rate."
09 Carrie Can’t find the shipping information. "How long will it take me to receive my product? How will it be shipped to me?"

Workflow (Freq. = 3)    Back to Top

Scenario User Logged Observation
09 Dave Thinks the return to shopping button would take him back to where he could buy stuff, but it takes him someplace else. Expects to go to the purchase or product list page.
09 Dave Transaction declined: hard to read, would prefer bullet points or more specifics. Goes back and realizes the credit card number is wrong. Information on the approval screen seems light. Wants to see what he bought, a product description, some contact information. Would print this screen as a receipt. Wants more contact information (e-mail, phone, address) if there is trouble. Wants some recourse.
09 Carrie Would probably print the page with the reference number from here. Might expect information about shipment, when it will be received. Possibly a recap of what she ordered so it's all on one page for a reference. "So I could check it when I got my credit card bill."

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