Website Usability Analysis and Improvement Recommendations

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ITC504

Table of Contents
Part A.........................................................................................................................................3
Part B..........................................................................................................................................9
References................................................................................................................................11
List of Figures
Figure 1: Principle 1...................................................................................................................3
Figure 2: Principle 2...................................................................................................................4
Figure 3: Principle 3...................................................................................................................4
Figure 4: Principle 4...................................................................................................................5
Figure 5: Principle 5...................................................................................................................5
Figure 6: Principle 6...................................................................................................................6
Figure 7: Principle 7...................................................................................................................6
Figure 8: Principle 8...................................................................................................................7
Figure 9: Principle 9...................................................................................................................7
Figure 10: Principle 10...............................................................................................................8
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Part A
Heuristic Principles:
Principle 1: Visibility of System Status
 Issue Faced: With the help of this principle, the issue faced in the website is that the
processing status is not visible in the screen such as the loading screen.
 Location: The progress bar or the loader occurred but it cannot show the proper message
that what is been processing behind the activity (Li, et al., 2018).
 Reason for Problem: It does not follow this heuristic principle while completing the
payment activity or the other activity.
 Recommendation: It is rectified by providing a message with the loading screen.
 Image:
Figure 1: Principle 1
Principle 2: User Control and Freedom
 Issue Faced: This issue is faced when the user is processing the payment to the next step
or logging out from the website. The alert message is not present there to save the uneven
activity done by the user mistakenly.
 Location: This issue is faced in the payment screen while the user is not able to change
the status by selecting the “No” option from the alert message box.
 Reason for Problem: It is necessary for the user’s perspective because it will be harming
the accidental actions or the accessibility of the users such as paying amount for booking
movie tickets.
 Recommendation: It is rectified by providing an alert message for saving uneven
activities.
 Image:
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Status is
not visible

Figure 2: Principle 2
Principle 3: Match between system and the real world
 Issue Faced: This issue is faced when the user is not willing to understand properly that
the system is lacking some problems for matching the system with real-world entities.
When the person clicks on the forgot password entity, then they will not able to enter the
contact number for resetting the password (Jimenez, et al., 2016).
 Location: This issue is faced on the forgot screen of the password where user or person
have to change the password.
 Reason for Problem: This problem is occurred because user or person will not able to
reset the password via mobile numbers.
 Recommendation: It is rectified by providing the functionality which matches with the
real world.
 Image:
Figure 3: Principle 3
Principle 4: Error Prevention
 Issue Faced: With the help of this principle, the issue was faced for preventing the errors
in the web page of the website. The users will not able to find the mistakes while
providing the details by them itself.
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Alter
message is
not
provided.
Not able to
match between
the real-world
entities

 Location: It was faced while entering the card details for finalizing the payment process
for booing movie tickets (Jackson, et al., 2016).
 Reason for Problem: This problem is occurred because of the message that is not
provided properly that what is the mistake that is been corrected for the further
processing.
 Recommendation: It is rectified by providing error message relevant to it.
 Image:
Figure 4: Principle 4
Principle 5: Helps users recognize, diagnose, and recover from errors
 Issue Faced: With the help of this principle, the issue faced in the screens where the
proper message is not provided to the user or the persons for correcting them easily on the
spot for further process (Nguyen, et al., 2016).
 Location: This issue is identified in the registration page from where users will able to
register by entering the required details.
 Reason for Problem: The main reason behind this problem is the users will not able to
identify or recognize the type of error.
 Recommendation: It is rectified by providing the type of error occurred while further
processing.
 Image:
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Error
message is
not
provided.

Figure 5: Principle 5
Principle 6: Consistency and Standards
 Issue Faced: With the help of this principle, the issue faced when the users or the persons
were not able to find the proper alignment of the buttons and the color or the buttons.
Accordingly, the button color, shape and size are quite different with the comparison or
other buttons (Perdomo, et al., 2017).
 Location: This issue is faced in the screen while selecting the show timings for booking
movie tickets.
 Reason for Problem: The reason behind this principle that the buttons shape, size and
color is not consistent.
 Recommendation: It is rectified by providing better alignment and color of the buttons.
 Image:
Figure 6: Principle 6
Principle 7: Recognition rather than recall
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Can’t able to
identify the
type of error
Button
alignment is
not proper.

 Issue Faced: This issue is faced when the user wants to search for some selected movie
names but they not able to search from the website easily. They have to search the movies
manually by scrolling ups and down on the web page.
 Location: It is the faced almost each and every page of the website.
 Reason for Problem: The reason behind this principle is that user will not able to search
directly by the name of the movie for fast booking process.
 Recommendation: It is rectified by providing search bar functionality on every page of
the website.
 Image:
Figure 7: Principle 7
Principle 8: Flexibility and efficiency of use
 Issue Faced: With the help of this principle, the issue faced that the proper guidelines are
not provided to the users. So, the inexperienced users will not able to identify what is to
be filled with the given message (Martinez, et al., 2017).
 Location: This issue is faced in the menu of the advanced settings provided in the
website.
 Reason for Problem: The reason behind the problem is that the new users will not able
to understand that what is the process for booking tickets or not.
 Recommendation: It is rectified by providing proper guidelines especially for the new
users.
 Image:
Figure 8: Principle 8
Principle 9: Aesthetic and minimalist design
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Search bar
missing.
Guidelines are
not provided.

 Issue Faced: With the help of this principle, the issue faced in the home page after using
the website where the unnecessary information is provided to the users which is not
required.
 Location: This issue is faced in the home screen of the website where irrelevant
information provided to the customers or the users.
 Reason for Problem: The main reason behind the problem is that it creates confusion for
the new users when they are surfing the first time on the website.
 Recommendation: It is rectified by removing irrelevant information from the website.
 Image:
Figure 9: Principle 9
Principle 10: Help and Documentation
 Issue Faced: With the help of this principle, the users or the person will facing the issues
when filling the details in the details of the cards such as credit card or debit card.
 Location: This issue is faced in the payment screen while entering the credit card or debit
card details.
 Reason for Problem: The main reason for this principle is that user or person is not able
to find the proper message that what is going wrong while entering the details in the
provided sections.
 Recommendation: It is rectified by providing helping terms or the message which is
occurred as in the form of errors.
 Image:
Figure 10: Principle 10
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Irrelevant
information
provided
Helping
terms or
message not
provided.

Part B
In part B, the discussion is about the issues identified in the website with proper location and
the problems occurred. For correcting the mistakes or the issues that were identified,
recommendations are also provided for rectifying the errors.
 Issue 1: No proper linking of the pages or the screens.
Recommendation: In the complete website, there are many pages where the linking of
the buttons or the icons are not proper. It is considered on the contact us page of the
website where the page loads on the next tab or the browser. It can be resolved by doing
the proper linking of the pages (JAGANATH & KUMAR, 2018).
 Issue 2: No back-button functionality provided in some screens
Recommendation: In the whole website, some pages are there from where the users were
not able to move back to the last page. This issue has occurred on the Corporate Solution
page and the Contact Us page. It can be resolved by providing back button functionality
or breadcrumbs on every page of the website.
 Issue 3: The header and the footer are irrelevant in pages
Recommendation: The footer in the contact us page is missing and the header is also
different in the Corporate Solutions Page. It does not follow the principle of “Consistency
and Standards”. It can be resolved by providing the same header and the footer in each
and every page of the website for proper consistency.
 Issue 4: Alignment of the buttons are not proper
Recommendation: In the whole website, there were some pages where the alignments of
the buttons and the color of the buttons is not proper or same. This issue occurred in the
Show Timings page. It can be resolved by providing same alignment and the color
combinations of the buttons or the icons.
 Issue 5: No alert message is provided for preventing errors.
Recommendation: The alert message is not provided in some sort of screens such as the
payment screen. This problem is occurred when the user confirming the payment but the
alert message is not provided that the payment is successful or not. It can be resolved by
providing the alert message box functionality.
 Issue 6: Proper guidelines is not provided for new users.
Recommendation: In the advanced settings, the guidelines of using website is not
provided. It will be the critical problem for the new users while using website. It can be
resolved by providing proper guidelines in each and every pages of the website.
 Issue 7: System status is not visible while running progress bar
Recommendation: In the whole website, the status is not visible that what is been
processed by clicking on the icons or the buttons. It is occurred in every page when the
loader is started but no message is provided into it. It can be resolved by providing the
relevant message with the loader or progress bar (Singh, et al., 2015).
 Issue 8: Before login into the system, location can be selected.
Recommendation: The new users or unauthorized users will able to select a location
before login to the system or the website. This problem occurs on the home page where
the user can select the preferred location easily. It can be resolved by providing the error
prevention message functionality into it.
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 Issue 9: No search bar functionality provided
Recommendation: In every pages of the website, the search bar functionality is missing.
So, it can be resolved by providing the search bar in the pages for searching the
information easily.
 Issue 10: Extra information provided on the home screen.
Recommendation: In the home page, the extra or the irrelevant information is provided
which creates so confusion to the new users while surfing website. It can be resolved by
removing irrelevant or unnecessary information from the pages.
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References
Li, X., Liu, Y., Fan, Z., & Li, W. (2018). A Quantitative Approach in Heuristic Evaluation of
E-commerce Websites. arXiv preprint arXiv:1801.04829.
Jimenez, C., Lozada, P. and Rosas, P. (2016, September). Usability heuristics: A systematic
review. In 2016 IEEE 11th Colombian Computing Conference (CCC) (pp. 1-8). IEEE.
Jackson, K. F., Prasov, Z., Vincent, E. C., & Jones, E. M. (2016, September). A heuristic
based framework for improving design of unmanned systems by quantifying and assessing
operator trust. In Proceedings of the Human Factors and Ergonomics Society Annual
Meeting (Vol. 60, No. 1, pp. 1696-1700). Sage CA: Los Angeles, CA: SAGE Publications.
Nguyen, T. D., Vanderdonckt, J., & Seffah, A. (2016, May). Generative patterns for
designing multiple user interfaces. In 2016 IEEE/ACM International Conference on Mobile
Software Engineering and Systems (MOBILESoft) (pp. 151-160). IEEE.
Perdomo, E. G., Cardozo, M. T., Perdomo, C. C., & Serrezuela, R. R. (2017). A Review of
the User Based Web Design: Usability and Information Architecture. International Journal
of Applied Engineering Research, 12(21), 11685-11690.
Martinez, J., Sottet, J. S., Frey, A. G., Ziadi, T., Bissyandé, T., Vanderdonckt, J., ... & Le
Traon, Y. (2017). Variability management and assessment for user interface design.
In Human Centered Software Product Lines (pp. 81-106). Springer, Cham.
JAGANATH, M., & KUMAR, R. (2018). USER INTENTION TOWARDS THE USE OF
MOVIE TICKETS BOOKING APPLICATIONS. International Journal of Pure and Applied
Mathematics, 119(15), 1169-1176.
Singh, N., Giri, M., & Mathew, S. (2015). Responsive website a transformation in web
designing. International Journal of Engineering Technology, Management and Applied
Sciences, 3(1), 182-190.
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