• Like any usability input, however, the earlier this is done the faster and cheaper it is to fix the problems it is likely to find.
• This can also be done as a "walkthrough" process at development milestones (such as at a specification review) to determine whether or not:
  • Usability criteria have been met.
  • Usability tests may or may not be needed.

What this is: Use the "customer success guidelines" to do a rapid review that identifies key problems in an interface, system or product.

Heuristics are usability rules that describe common properties of usable interfaces. Heuristic reviews are conducted by one or more reviewers who look at an interface to develop a list of subjective opinions about what is good and what is bad in the interface, and to recommend improvements.

This process fits what many development engineers and managers want:

• It's quick and can to take as little as 2 hours to one day.
• It's based on publishable, immediately available online guidelines
• It can be formatted as a checklist.
• It doesn't require real users or real tests.

Solve a common problem by avoiding it: Many usability professionals want to use publicly available usability heuristics. These are often little more than broad generalizations (such as, "provide clearly marked exits" and "use good error messages").

• These are not based on "your" users, on "your" system, and certainly not on your users while they're using your system during multiple usability tests.
• After your own data set is developed during your usability tests, you can and should have custom heuristics that fit your users, interfaces, systems and products.
• Your "customer success guidelines" are heuristics that are
  • Different
  • More accurate, detailed and focused
  • Much more valuable than "general" usability heuristics.

Average turnaround time: Depending on the process and number of participants, this can range from:

• 2 hours by one reviewer
• Half a day by one to several reviewers
• One day by one to several reviewers

How it works: While the process is customized for each team and review, typical steps include:

• To prepare, print a copy of the key interface screens and make a set for each reviewer. Write a task list and explain the domain and user needs to the reviewer(s).
• One to five reviewers each performs a review by doing the tasks while working alone. They should not communicate until finished, to avoid biasing another reviewer.
• If the system is working on-screen, they should use the working system.
• One or more team members should be available to answer questions. Reviewers should only ask when they have a problem and need assistance proceeding.
• While there are various methodologies, one method is to write each finding on a Post-It Note and stick that to the appropriate part of the printed interface. These can easily be combined by moving them to a master printout of the interface.
• With this method, the initial deliverable is a single copy of the interface’s key screens with a consolidated set of the reviewers’ findings and recommendations.

Key knowledge question: Heuristic reviews are a quick method to identify potential issues. While these help, they do not substitute for usability tests:

• Heuristic reviews don't find all the usability problems. They can miss both critical problems and less important ones.
• Unlike a hands-on test with real users, this doesn't measure the quality of a design, or of the value of the redesign that comes from the review.
• This is not a systematic way to fix or even improve designs. It's a quick subjective evaluation, and it depends on (1) the experience and skill of the reviewers, and (2) whether general heuristics are used, or custom heuristics based on your users running your products and systems.

How to get it right: Contact us.

Top