Heuristic Evaluation of Zooskkk App

Elisa HeikenFebruary 21, 2014

What is a heuristic evaluation?

Heuristic evaluation is a form of usability inspection where usability specialists judge whether each element of a user interface follows a list of established usability heuristics identified by Jakob Nielson.

Expert evaluation is similar, but does not use specific heuristics.

However…

• Jakob Nielsen’s 10 heuristics were created pre-iPhone– Language and examples are not always

appropriate anymore

• The following report uses iPhone-adapted heuristics and examines any potential usability weaknesses that might confuse users.

1. Visibility of app status

The app should always keep users informed about what is going on, through appropriate feedback.

Search doesn’t actually lead to search, it leads to browse.

2. Match between app and the real world

The app should speak the user’s language, with words, phrases, and concepts familiar to the user and adapt to the user’s environment.

The Flesch-Kincaid Reading Ease score indicates how easy a text is to read. A high score implies an easy text. In comparison comics typically score around 90 while legalese can get a score below 10.

Flesh-Kincaid Grade level: 20. The meaning (and even pronunciation) might not be apparent to the average users.

3. User control and freedom

Users often choose app functions by mistake and will need a clearly marked “emergency exit”.

If I say no to him, there is no way to reverse it!

4. Consistency and standards

Users should not have to wonder whether different words, situations, or actions mean the same thing.

“Accept” is confusing here. If I wanted to chat with him, I could just start writing. If I didn’t want to chat right now, would he go into my “Connections”?

When I touched Harlem Nights, it didn’t get added.

What’s a Date Card?

Not clear what the number next to the Carousel means.

5. Error prevention

Eliminate error-prone conditions or check for them and present users with a confirmation option.

6. Recognition rather than recall

Minimize the user’s memory load by making objects, actions, and options visible.

No ability to hide anyone from search.

I will need to remember whether or not I ruled someone out.

7. Flexibility and efficiency of use

Reduce the number of steps required by anticipating user needs and enabling customization.

I thought I could go here to customize what types of notifications I would receive.

I’m not sure what “Personals” means.

While “Wink Reply” and “Mega Flirt” are attempts at efficiency, they have negative rippling effects of engaging with people you might not have on your own.

As a result, recipients can feel rejected or that they are being spammed by a robot.

8. Aesthetic and minimalist design

Screens should not contain information which is irrelevant or rarely needed. Every extra unit of information in a screen competes with the relevant units of information and diminishes their relative visibility.

Coins feel like an action item.

9. Help users recognize, diagnose, and recover from errors

Error messages should be expressed in plain language precisely indicating the problem and solution.

10. Help and documentation

Help should be focused on the user's task, list concrete steps to be carried out, and not be too long.

Key Findings

• No glaring usability flaws, but several features could benefit from further attention.

• The following slides are “High” and “Medium” priority usability issues. All remaining issues are considered to be “Low”.

High Priority Issues

• Efficiency– The Wink Reply and Mega Flirt are casting a wider

net than the user may intend. It can lead to feelings of rejection from messaged users that don’t get a reply.

Medium Priority Issues

• Copy– Some of the wording is redundant or misleading.

The same terms should be used throughout (e.g. “date card” versus “profile”)

• Aesthetic– There is a call to action that is likely infrequently

used (coins in top left)

Conclusion

The heuristic evaluation of the Zoosk app revealed that there are a number of usability issues that the team can test with participants.

I look forward to testing the above findings with actual users of Zoosk.

Questions?