Can we perform a Heuristic Evaluation on the Zipcar website?

The answer is.......kinda......Two weeks ago, we were asked to perform a Heuristic Evaluation of the Zipcar website using Jakob Neilson's Heuristics. This is what I ended up with:


1. Visibility of System Status
-This is accomplished by mouse hovering (when you hover over a link, it provides what the link is about and the titles are visible so the user knows that section they are in)

2. Match between system and the real world
- There is no “System-oriented terms”, there are just terms that the user should be familiar with.

3. User control and freedom
- When the user a clicks on links that open a new window, there are no visible “x’s” to close the window, however by clicking on other tabs, it brings you back to the previous screen that was being viewed.

4. Consistency and standards
-EVP is the only inconsistent convention being used. Not everyone knows what it means or stands for.
-There is no “Home” button, you must click on the picture on top in order to get to get to the main page.

5. Error prevention
-This site does handle error prevention however, it is not very descriptive. For example: I tried to join and did not enter in an account. It presented me with a message saying "Enter Account information"



6. Recognition rather than recall
-This site does this quite well. They use pictures to describe the steps of renting a car. Everything is short and sweet.



7. Flexibility and efficiency of user
- If you are already a user, the site is faster and easier to use because all your information is saved. Tabs make it easier to get to other pages.

8. Aesthetic and minimalist design
-All information is relevant to the website.

9. Help users recognize, diagnose, and recover from errors
- (see error prevention)

10. Help and documentation
-The FAQ section is where the user can find answers they are looking for.

Even though Neilsen's Heuristics are what we should consider when creating or designing a website, it is good to extend these evaluations to benefit and improve user friendliness. Keeping the user in mind is definitely a must when it comes website designing. Jonathan Beer (a colleague of mine) provided some interesting URL's that may be helpful when performing heuristic evulations on websites and web applications:

http://www.sitepoint.com/blogs/2007/01/21/usability-heuristics-for-web-developent-teams/

http://www.stcsig.org/usability/topics/articles/he-checklist.html

http://louisrosenfeld.com/home/bloug_archive/000290.html
http://louisrosenfeld.com/home/bloug_archive/000286.html

In my opinion, these websites are definitely worth looking into. It helps us to see the BIG picture and is very insightful.