TY - GEN
T1 - ECUXH
AU - Bascur, Camila
AU - Rusu, Cristian
AU - Quiñones, Daniela
N1 - Funding Information:
The authors would like to thank the School of Informatics Engineering of the Pontificia Universidad Cat?lica de Valpara?so (PUCV), Chile, and the Agencia Nacional de Investigaci?n y Desarrollo (ANID).
Publisher Copyright:
© 2021, Springer Nature Switzerland AG.
PY - 2021
Y1 - 2021
N2 - 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.
AB - 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.
KW - e-Commerce
KW - Heuristic evaluation
KW - Usability
KW - User experience
KW - User experience heuristics
UR - http://www.scopus.com/inward/record.url?scp=85112164528&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-77626-8_27
DO - 10.1007/978-3-030-77626-8_27
M3 - Conference contribution
AN - SCOPUS:85112164528
SN - 9783030776251
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 407
EP - 420
BT - Social Computing and Social Media
A2 - Meiselwitz, Gabriele
PB - Springer Science and Business Media Deutschland GmbH
Y2 - 24 July 2021 through 29 July 2021
ER -