ECUXH: A Set of User eXperience Heuristics for e-Commerce

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Currently, e-Commerce users have different objectives and contexts of use, so it is essential to consider each of these cases when designing appropriate websites, so that the User eXperience (UX) would be as pleasant as possible. UX extends the usability concept. UX refers to user’s perceptions and responses that result from the use and/or anticipated use of a system, product, or service. Heuristic evaluation is an inspection method that allows evaluating the usability of interfaces. A set of heuristics can be general, like Nielsen’s heuristics, or specific to the area of application of the interactive software system under evaluation. Due to the specific characteristics of e-Commerce websites, general usability heuristics are not suitable, especially when evaluating UX aspects beyond usability. Specific sets of heuristics have been proposed to evaluate e-Commerce websites, but they mainly focus on usability. This article presents a set of heuristics that address not only usability, but also other UX factors. The new set of heuristics was developed, validated, and refined in three iterations, based on the methodology established by Quiñones et al. (2018). This methodology establishes 8 steps that allow obtaining a set of heuristics for a specific domain. The results obtained in the experimental validation indicate that the ECUXH set is a useful and more efficient tool than generic heuristics, when evaluating e-Commerce websites. As future work, we pretend to develop a set of retail-oriented Customer eXperince (CX) heuristics, based on ECUXH.

Original languageEnglish
Title of host publicationSocial Computing and Social Media
Subtitle of host publicationExperience Design and Social Network Analysis - 13th International Conference, SCSM 2021, Held as Part of the 23rd HCI International Conference, HCII 2021, Proceedings
EditorsGabriele Meiselwitz
PublisherSpringer Science and Business Media Deutschland GmbH
Pages407-420
Number of pages14
ISBN (Print)9783030776251
DOIs
StatePublished - 2021
Externally publishedYes
Event13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021 - Virtual, Online
Duration: 24 Jul 202129 Jul 2021

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12774 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference13th International Conference on Social Computing and Social Media, SCSM 2021, held as part of the 23rd International Conference, HCI International 2021
CityVirtual, Online
Period24/07/2129/07/21

Keywords

  • e-Commerce
  • Heuristic evaluation
  • Usability
  • User experience
  • User experience heuristics

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