# What is Heuristic Evaluation

启发式评估

Performed by an Expert
由专家进行
Steps
- Inspect UI thoroughly
  彻底检查用户界面
- Compare UI against heuristics
  启发式地比较用户界面
- List usability problems
  列出可用性问题
- Explain and justify each problem with heuristics
  用启发式方法解释并论证每个问题
- Provide a possible solution to the identified issue
  为已发现的问题提供可能的解决方案
Method
- Expert evaluates the user interface using guidelines
  专家根据准则评估用户界面
- Usability "inspection" method
  可用性 “检查” 方法
  - Depends on evaluator's judgment
    取决于评估者的判断
- Is a "discount" usability engineering method
  是 “折扣” 可用性工程方法
  - One case study found factor of 48 in cost/benefit:
    研究发现成本 / 收益比为 48
    - Cost of inspection: $10,500. Benefit: $500,000 (Nielsen, 1994)
      检查费用：$ 10,500。收益：$ 500,000

# How to do Heuristic Evaluation

如何进行启发式评估

Systematic inspection of system
系统检查
Multiple evaluators are better
多个评估者为佳
Trained evaluators are better
训练有素的评估者为佳
- 22% vs. 41% vs. 60% of errors found
Go through whole interface
贯穿整个界面
Result: list of problems, guidelines violated, and proposed fixes
结果：问题清单，违反的准则，以及修正建议

# HE is not UT

Evaluator is not the user
评估者不是用户
Analogy: Code inspection Vs Testing
类比：代码检查与测试
HE often finds problems that UT misses
HE 经常发现 UT 遗漏的问题
- Inconsistent fonts
  字体不一致
- Size and distance (Fitt's law problems)
  大小和距离（菲特定律问题）
But UT is standard for usability
但是 UT 是可用性的标准

# How many Evaluators 需要几位评估者

Nielsen suggests optimal might be 4

# HE Methodology 方法论

Reference: Nielsen's "How to Conduct a Heuristic Evaluation"
如何进行启发式评估
- Each evaluator inspects interface separately
  每个评估员分别检查界面
- OK for designer to answer evaluator's questions
  可以让设计师回答评估者的问题
- Go through interface several times using heuristics
  使用启发式方法多次浏览界面
- Can supply evaluators with scenarios of user tasks
  可以为评估人员提供用户任务方案

# Guidelines guide design 准则指导设计

Knowing these guidelines should improve your designs
了解这些准则，可以改善你的设计
Take them into account to avoid violating them
考虑到这些，避免再次违规
Also, all the other guidelines
此外，所有其他准则
- Guidelines for mobile, international, web etc.
  移动，国际，网络等准则
Neilsen evaluated 60 old guidelines (in 2005) and found 90% still valid after 20 years
2005 年 Neilsen 评估了 60 条旧指南，发现 90％在 20 年后仍然有效
- Others no longer relevant, only 2 were "wrong"
- http://www.useit.com/alertbox/20050117.html
- Similarly with web guidelines: http://www.nngroup.com/articles/usability-guidelines-change/

# 10 Basic Principles 尼尔森十大可用性原则

From Nielsen's web page: http://www.useit.com/papers/heuristic/heuristic_list.html

Visibility of system status
系统状态的可见性
Match between system and the real world
系统与现实世界之间的匹配，环境贴切原则
User control and freedom
用户的控制性和自由度
Consistency and standards
一致性和标准化
Error prevention
错误预防
Recognition rather than recall
识别，而不是记忆
Flexibility and efficiency of use
灵活性和使用效率
Aesthetic and minimalist design
美观和简约的设计
Help users recognize, diagnose, and recover from errors
帮助用户识别，诊断错误，并从错误中恢复
Help and Documentation
帮助和文档

# 1️⃣ Visibility of System Status

系统状态的可见性

Keep users informed about what is going on
让用户知道发生了什么事
What page they are on and what part of a process
他们在什么页面上以及过程的哪个部分
Provide appropriate feedback
提供适当的反馈
- About what system is doing, and how input is being interpreted
  关于系统在做什么，以及输入如何被解析
- E.g. in XXX product, 例如在 XXX 产品中，
  - "really ungroup?" “真的要取消分组？”
  - loses associated behavior 失去相关行为

# 2️⃣ Match between System And the Real World

系统与现实世界之间的匹配，环境贴切原则

Terminology in user's language
术语基于用户语言
- Not computer terminology
  不是计算机术语
Language from user's perspective
用户角度的语言
- "You have bought…" not "We have sold you…"
  “您买了……” 而不是 “我们卖给了您……”
Use common words,not "techno-jargon"
使用常用字词，不要使用 “技术术语”
Error messages and feedback refer to user objects
错误消息和反馈涉及用户对象
Allow full-length names
允许使用全名
E.g. "Hit any key to continue"
例如 “按任意键继续”

# 3️⃣ User Control and Freedom

用户的控制性和自由度

Easy to abort: Cancel buttons
容易中止：取消按钮
- Cancel order, cancel changing a profile
  取消订单，取消更改个人资料
Easy to Undo
容易撤消
- Web issue: what does "Back" button do?
  网络问题：“返回” 按钮有什么作用？
  - Example: many sites can get confused if use back button
    示例：如果使用 “后退” 按钮，许多网站可能会感到困惑
Users (even experts) will make errors
用户（甚至专家）都会出错
E.g. in XXX product,
例如在 XXX 产品中，
- no way to get out of editing a text field
  没有退出编辑文本字段的方法

# 4️⃣ Consistency and Standards

一致性和标准化

Same command always have the same effect
相同的命令始终具有相同的效果
Locations for information, names of commands
信息位置，命令名称
Give the user a mental model of the system
为用户提供系统的心理模型
Size, location, color, wording, function, sequencing, etc.
大小，位置，颜色，措辞，功能，排序等。
- E.g., color purple?
  例如，紫色？
Following standards helps
遵循标准有助于
- Web: use templates or CSS, style guides
  网络：使用模板或 CSS，样式指南
Seems easy, but often not followed; e.g. in XXX
似乎很容易，但常常没有遵循；例如在 XXX 中
- naming "F#1.C#1" vs. "F#1", "C#1"
  命名方式：“F＃1.C＃1” VS.“F＃1”，“C＃1”
- consistent with industry standards: e.g., Copy
  符合行业标准：例如，复制

# 5️⃣ Error Prevention

错误预防

Selection rather than entry
选择而不是输入
- www.Expedia.com: question, when ambiguous city (e.g. Columbus)
  问题，当城市模棱两可时（例如哥伦布）
Remove or gray-out illegal choices
删除或灰化非法选择
- Not common for web pages
  网页不常见
Auto-fill in
自动填写
Confirmation
确认
Avoid modes
避免模式
- Definition: same user action has different results
  定义：同一用户操作具有不同结果
- Make unavoidable modes visible like ^F for Outlook
  使不可避免的模式，如 Outlook 的 Ctrl+F
- E.g. Typing "daytime" to a mail program
  例如在邮件程序上键入 “白天”

# 6️⃣ Recognition rather than Recall

识别，而不是记忆

Make objects, actions, options visible
使对象、动作、选项可见
See and pick it, not generate it
查看并选择它，而不生成它
Short-term memory = 7 ±2 items; 30 sec to 2 min
短期记忆 = 7±2 个项目； 30 秒至 2 分钟。超过 7 个会遗忘
- unless interrupted
  除非被打断
Menus rather than type-in (but short enough)
菜单而非键入（但足够简短）
Auto-fill in helps here too
自动填写也有帮助
Prompts provide format and limits
提示支持的格式和限制
Don't require retyping of remembered information
不需要重新输入记住的信息
Pervasive, generic rules (cut/paste)
普遍的通用规则（剪切 / 粘贴）
E.g. in Aegis, remembering altitude
例如在宙斯盾，海拔高度

# 7️⃣ Flexibility and Efficiency of use

灵活性和使用效率

Provide Shortcuts
提供捷径
For experienced users
针对经验丰富的用户
- E.g., Command keys
  例如，命令键
Jump directly to desired location
直接跳到所需位置
Reuse previously entered information
重复使用以前输入的信息
Good default values
良好的默认值

# 8️⃣ Aesthetic and Minimalist Design

美观和简约的设计

Good Graphic Design and Color Choice
良好的图形设计和色彩选择
- Appropriately direct attention
  适当的直接关注
- Group related objects (alignment, decorations)
  分组相关对象（对齐，装饰）
- Balance and white space
  平衡和空白
- Maintain display inertia
  保持显示惯性
- Few fonts and colors (5 to 7 colors)
  几种字体和颜色（5 至 7 种颜色）
  - Appropriate contrast
    适当的对比
  - Some people are color blind (8% of males)
    有些人色盲（男性的 8％）

# 9️⃣ Help Users Recover from Errors

帮助用户从错误中恢复

Help users when they are in trouble
遇到麻烦时帮助用户
Opportunities for users to learn about the system
用户学习系统的机会
Clear language; no codes
语言清晰；不要错误代码
Be precise; Not "syntax error"
要精确；不是 “语法错误”
Constructively help the user solve the problem
建设性地帮助用户解决问题
- Tell why the error happened and how to fix it
  指出错误发生的原因以及解决方法
Be polite and not accusing; positive wording:
有礼貌，不要指责；正面措辞：
- Not: "FATAL ERROR", etc.
- 而不是：“致命错误” 等。

# Error Messages 错误信息

Blame the system, not the user
要责怪系统，而不是用户
- "Unrecognized" vs. "illegal" command
  “无法识别” 与 “非法” 命令
No humor or snide comments
不要幽默的评论
Easy error recovery
能轻松恢复
Can have multiple levels of messages
可以有多个级别的消息
- E.g. in XXX product, "can't save file" —why not?
  例如在 XXX 产品中，“无法保存文件”- 为什么不呢？

# Bad Error Messages

# Pretty good Example

# 🔟 Help and Documentation

True walk up and use?
真正的运行和使用？
Most people will not read documentation
大多数人不会阅读文档
- If do, then
  如果这样做，那么
  - First time product is used, or else
    首次使用产品，否则
  - In a panic, so need information right away
    出现紧急情况，因此需要立即提供信息
Iterative design of documentation needed
所需文档的迭代设计
- SuperBook application answer found in 4.3 minutes, compared to 7.6 minutes before fixing
  在 4.3 分钟内找到 SuperBook 应用程序答案，而修复前为 7.6 分钟
Help system is an extra feature to learn
帮助系统是需要学习的额外功能
"Help doesn't help"
“帮助无济于事”
- If need to add help, maybe fix the feature?
  如果需要添加帮助，也许可以修复该功能？
- Use documentation writers to help refine the system
  使用文档编写者来帮助完善系统
Good quality writing
高质量的写作

# Example

Shopping cart icon is not balanced with its background whitespace (graphic design)
Good: user is greeted by name (feedback)
Red is used both for help messages and for error messages (consistency, match real world)
"There is a problem with your order", but no explanation or suggestions for resolution (error reporting)
ExtPriceand UnitPriceare strange labels (match real world)
Remove Hardware button inconsistent with Remove checkbox (consistency)
"Click here" is unnecessary (simplicity)
No "Continue shopping" button (user control & freedom)
Recalculate is very close to Clear Cart (error prevention)
"Check Out" button doesn’t look like other buttons (consistency, both internal & external)
Uses "Cart Title" and "Cart Name" for the same concept (consistency)
Must recall and type in cart title to load (recognition not recall, error prevention, efficiency)

# Hints for better HE

Use multiple evaluators
使用多个评估者
- Different evaluators find different problems
  不同的评估者发现不同的问题
- The more the better but diminishing returns
  越多越好，但递减
- Neilsen recommends 3-5
  尼尔森建议 3-5
Alternate HE with UT
用 UT 替代 HE
- Each method finds different problems
  每种方法都会发现不同的问题
- HE is cheaper
  HE 便宜
Its OK for observer to help evaluator
可以让观察者帮助评估者
- As long as the problem has already been noted
  只要问题已经指出
- This would not be OK in a UT
  在 UT 中这不行

# Suggested Report Format What to include

建议的报告格式

What to include

Problem 问题
Heuristics 启发式
Description 说明
Severity 严重程度
Recommendation (if any) 推荐（如果有）
Screen Shots 屏幕截图

人机交互