Heuristic Evaluation Google Play Store

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1 Heuristic Evaluation Google Play Store Daniel J. Black April 2016

2 Contents EXECUTIVE SUMMARY... 3 INTRODUCTION... 4 Product Information... 4 Product Description... 4 Target Population... 4 HEURISTIC EVALUATION TECHNIQUE... 4 Methodology... 4 Rating Descriptions... 5 SUMMARY OF FINDINGS... 5 Prioritized List of Findings... 5 Specific Problem Areas... 6 SUMMARY... 9 APPENDIX A: DETAILED HEURISTIC LIST... 10

3 EXECUTIVE SUMMARY This report provides a detailed analysis of the heuristic evaluation method used to evaluation the Google Play Store application. The evaluation reveals eleven usability problems through the application of these ten heuristics: 1. Visibility of system status 2. Match between system and real world 3. User control and freedom 4. Consistency and 5. Error prevention 6. Recognition rather than recall 7. Flexibility and efficiency of use 8. Aesthetic and minimalist design 9. Help with errors 10. Provide help The usability issues found from this inspection are ranked according to severity and ease of fixing. Summary of Design Heuristics Severity Count Catastrophic 0 Major 1 Medium 7 Cosmetic 3 Non-issue 7 Compliant 21 Total 39 The purpose of this report is to discuss some of the Major, Medium, and Cosmetic violations of design heuristics. Being that the application is a subpage of Google, it is not surprising that there are many compliant and non-issue instances of design heuristics.

4 INTRODUCTION The heuristic evaluation revealed broader usability issues whereas the cognitive walkthrough exposed more specific problem areas related to representative tasks. The cognitive walkthrough uncovered issues that may have been overlooked had the heuristic evaluation not taken place first. It was seemingly more beneficial to get a general look and feel for the application before deciding on a representative task to analyze. The representative task was also decided upon by the expert and the findings reveal potential issues that should be addressed according to rankings. Product Information Product Description The Google Play Store is a digital media market place. It offers ebooks, music, movies & tv, and newsstand material for free or at a cost. Users can browse, search, listen, watch, and download applications for certain devices and to access across certain devices. Target Population The Google Play Store is targeted to users that are Google users, online purchasers, familiar with the domain, experienced with computers, English speaking, sight-abled, entertainment seekers, and repeat visitors. There are no specific demographic targets identified. HEURISTIC EVALUATION TECHNIQUE Methodology Design heuristics were applied to the application to anticipate problems actual users are likely to encounter. Severity ratings to problems were classified as being non-issue, cosmetic, minor, major, or catastrophic. A cosmetic rating was issued when a design feature may not prohibit actions, but should be addressed if time allows. A catastrophic issue would be referenced should an immediate remedy be required because the design was harmful or disastrous to users. Major and minor ratings were used in between those two. The frequency, impact, and persistence, also helped determine the ranking. The frequency of the error occurs - is the error common or uncommon. The impact of the error the level of the user s action obstructed. The persistence of the error - is the problem consistently inconvenient, or does the user become accustomed to it. Ease of fixing was added to assist decision making processes in scheduling feature fixes. If a feature requires low skill, or low time commitment, a quick remedy should be implemented.

5 Rating Descriptions Severity Rating Description Catastrophic 4 An issue requiring an immediate remedy be because the design was harmful or disastrous to users Major 3 Occurs frequently and is persistent, user may be unaware of solution Medium 2 May occur frequently or more difficult to overcome Cosmetic 1 A design feature may not prohibit actions, but should be addressed if time allows Non-issue 0 Violates heuristic but no usability issues found SUMMARY OF FINDINGS Prioritized List of Findings # Problem Severity Heuristic Impact Persistence Frequ ency 1 Unforgiving for accidental purchase, no secondary confirmation 2 Home link takes users to category home, not global home 3 Carousal designs vary, some have an option to close, some have see more 4 See all selection has no easy way to undo 5 Unclear that entertainment is a main category when a subcategory is selected 6 Three vertical dots appear affording user to select not interested but nothing occurs when selected 7 Pop-up content contains scrollbars may cause background to scroll as well 8 Unclear what happens if clicking star icons within a content page 9 Not obvious that user has to click menu items for interactions to occur 10 Link colors are inconsistent between pages 11 No obvious that the magnifying glass icon is a search button Time 3 Help with errors Consistency and 2 Consistency and 2 Flexibility and efficiency of use 2 Visibility of system status 2 Match between system and real world 2 Match between system and real world 2 Match between system and real world 1 Consistency and 1 Consistency and 1 Consistency and Skill

6 Specific Problem Areas 1. Unforgiving for accidental purchase, no secondary confirmation # Problem Severity Heuristic Impact Persistence Frequ ency 1 Unforgiving for accidental purchase, no secondary confirmation Problem: Time 3 Help with errors While browsing movies, books, and music, the buttons available to purchase an item take one click. There is no indication to the user that the purchase will be immediate. The user may think the button takes him to a confirmation page or review page. Or the user may expect a pop-up confirmation asking the user if he is sure he wants to purchase. Upon clicking a button, the user is not made aware of how to undo a purchase. Skill Recommendation: Provide a confirmation question asking the user to confirm his purchase. Add text to signify to the user that those buttons link to the immediate purchasing of the item. 2.Home link takes users to category home, not global home

7 # Problem Severity Heuristic Impact Persistence Frequ ency 2 Home link takes users to category home, not global home Problem: 2 Consistency and Time Skill The Home link does not take link to the Google Play Store homepage, it links to the Movies & TV homepage. The Home link takes the user to the Movies homepage, not the Movies & TV homepage or the Google Play Store homepage. In this instance there is no Home link. The user may not know where to go, and expect a link to the homepage. Recommendation: Be more consistent between pages. Make it obvious what the Home link does, because it goes to different pages depending on the current page. Provide a clear global link allowing users to go to the Google Play Store homepage.

8 8. Unclear what happens upon clicking star icons # Problem Severity Heuristic Impact Persistence Frequ ency 8 Unclear what happens if clicking star icons within a content page Problem: 2 Match between system and real world Time Skill When a user clicks on the star icons to rate a movie it immediately takes the user to a page about the movie. When a user clicks on the star icons on this page, it immediately takes him to the bottom of the page where reviews are posted. It is not clear that it places the user on the same or different page.

9 Recommendation: Make it clear to the user what happens when the star icons are interacted with. Let the user know if he will be redirected to another page, or signify that he is on the same page. SUMMARY While the Google Play Store is general consider easy to use, this report based on ten usability heuristics uncovered eleven specific usability issues. The problems were ranked and according to their severity and ease to fix. A few of the problems were addressed more specifically in this report, providing actionable recommendations to remedy the problems. The most severe problems included: Not signifying what will happen before interacting Inconsistencies between links and icons Inconsistencies between different pages Through inspecting these sections in more depth and implementing user-centered solutions, the Google Play Store designers can make this product more usable.

10 APPENDIX A: DETAILED HEURISTIC LIST Visibility of System Status Entertainment category, or subcategory mode visible, even when scrolling Icon displayed to signify loading after selecting an action Not clear that entertainment is the default/main category, if a subcategory is selected Should be understood that scrolling is necessary to view more content, especially if content is partially hidden below the fold Controls are standard for carousal widget - provides mouse over state change, and shows small amount of images, also onload the widget shifts slightly Displays a progress animation when searching the help pop-up, after hitting enter or magnifying glass Match Between System and Real World User may not be sure what would happen when clicking review stars within content page (they may think they are brought to a different page, and not realize they are on the same page) Icons represent actions or categories (magnifying glass for search / headphones for music) Language is plain and relatable should be understood what happens for many actions While mouseover occurs in recommended for you unfamiliar three vertical dots are present user may not know what to expect when clicked. When it is clicked a not interested pop-up occurs, but does not have an effect user may expect that item to disappear from the current list if selecting not interested Excess scrolling within pop-up menu list will cause background to scroll minimal effects Some buttons have a 3d effect to signify they are buttons and active/inactive User Control and Freedom Back button displays on help pop-up after an initial action- encourages exploration after the fact Sidebar for similar content exploration Hyperlinks within content areas to promote further exploration Many actions cause pop-up box, which encourage quick access to categories to explore Users can click outside most pop-up boxes to close them, except the help pop-up requires user to click x Consistency and Standards May not be obvious that user has to click menu item for drop down list to appear/disappear (arrow/icon is standard to signify drop down is a potential response) Links within categories may be the same color as the category logo, sometimes not, sometimes neither (hyperlinks within music) Home takes user to category home, not website home may not be understood how to get home to the main page Some links are red, other colors which may not be obvious to users red is not being used as system error Sometimes there s see more, or carousals. Other times there s an x to close a pop-up, sometimes it closes by clicking elsewhere. Sometimes there s a home button and filters, sometimes there s none Not obvious that the magnifying glass icon is the equivalent of an enter/search button

11 Sometimes filters are not available during some search options Home button isn t always present, and sometimes inactive, even when on the category s home page Error Prevention Hyperlinks may be small or grouped closely system provides mouseover actions to signify active/inactive state Some content/pop-up boxes are still viewable if mouse is off content sometimes it s not (main categories, menu items, not interested ) Recognition Rather than Recall Use of colors, images, icons, headings are coordinated with and separated in a meaningful way signifies user is in a certain section/area (main categories typically match hyperlink colors) Dims background when certain actions take place to emphasize urgent/important choices in front of user Menu lists and filters are organized and presented in plain language Flexibility and Efficiency of Use User can locate specific items through search box, scrolling, carousals, selecting categories and filters, hyperlinks, and menu list items Perform actions on main page without going to sub-page (view video in lightbox) If see all is selected, no easy way to undo that section Aesthetic and Minimalist Design Content separated for ease of reading/scanning ( help pop-up, menu lists) Good use of white space/lines to separate content and hyperlinks from each other Groups similar content together well Help With Errors Unforgiving if accidental purchase no undo or secondary confirmation by default Incorrect search input if can t locate phrase, provides options to refine or redo search Provide Help Displays question mark help icon on top navigation bar The help pop-up auto-populates responses as they are typed, as does the search bar Help pop-up displays popular articles for the category the user is in

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