What is hidden in a heuristic evaluation: tactics from the experts

Abstract

The usability of software is recognized as an important factor to develop software quality, capable of improving the efficiency and effectiveness of users. In addition, higher usability increases the satisfaction of customers. One of the most popular and economical accessible methods for usability evaluation is the Heuristic Evaluation (HE). However, the conduction of HE still depends on the participation of expert evaluator to produce the best results with quality; and expert evaluators are expensive and rare to find. Still, a little is know about adaptations of HE for novice evaluators. The development of adaptations to HE that can support the performance of novice evaluators, reducing the costs of applying it, remains as a challenge in the literature. In this context, organizations with a low monetary power rarely conduct usability evaluation in their process of software development. Researches that intend to investigate new approaches to enhance the performance of novice evaluators during HE are highly important to help these organizations to increase the quality of their products and satisfaction of their customers. The purpose of this study was to develop a set of strategies based on the tactics that expert evaluators use during their performance of HE. We conducted a survey with four experts in usability related area in order to collect their main procedures used to perform a HE that are not described in the original method, since it is a lean method. A set of 31 strategies was collected from the survey. All these strategies were raised by the experts aiming to help novice evaluators in their performance of HE. In addition, it can probably fit as a training guide for novice evaluators. However, future studies still have to validate the new set of strategies. Future studies can also explore the potential of the strategies for training novice evaluators.