Article

Evaluating Online Travel Agencies’ Usability: What Heuristics Should We Use?

Authors:

Virginia Zaraza RusuAuthors Info & Claims

Social Computing and Social Media. User Experience and Behavior: 10th International Conference, SCSM 2018, Held as Part of HCI International 2018, Las Vegas, NV, USA, July 15-20, 2018, Proceedings, Part I

Pages 121 - 130

https://doi.org/10.1007/978-3-319-91521-0_10

Published: 15 July 2018 Publication History

Abstract

Online travel agencies’ customers have nowadays a wide range of alternatives and are more demanding. Usability is a basic attribute in software quality. Heuristic evaluation is arguably the most popular usability inspection method, well-known and widely used. A heuristic evaluation may be performed based on generic or specific heuristics. Many sets of specific (usually domain-related) usability heuristics were published. Heuristic quality scales to validate and/or evaluate new heuristics were proposed. The paper analyzes evaluators’ perception on three sets of usability heuristics, when evaluating the same product: Nielsen’s generic heuristics, a set of cultural-oriented heuristics for e-Commerce, and a set of heuristics for smartphones applications (SMASH). We made an experiment with 38 Computer Science students, enrolled in a Human-Computer Interaction introductory course, using the online travel agency Expedia.com as case study; the web and mobile versions were evaluated. We assessed students’ perception based on a questionnaire that rates each heuristic individually (Utility, Clarity, Ease of use, Necessity of additional checklist), but also the set of heuristics as a whole (Easiness, Intention of future use, Completeness).

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Nielsen, J.: 10 Usability Heuristics for User Interface Design. http://www.nngroup.com/articles/ten-usability-heuristics/. Accessed 28 Dec 2017

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Inostroza R, Rusu C, Roncagliolo S, Rusu V, and Collazos C Developing SMASH: a set of SMArtphone’s uSability Heuristics Comput. Stand. Interfaces 2016 50 160-178

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Rusu C, Rusu V, Roncagliolo S, Apablaza J, and Rusu VZ Marcus A User experience evaluations: challenges for newcomers Design, User Experience, and Usability: Design Discourse 2015 Cham Springer 237-246

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Rusu C, Rusu V, Roncagliolo S, Quiñones D, Rusu VZ, Fardoun HM, Alghazzawi DM, and Collazos CA Meiselwitz G Usability heuristics: reinventing the wheel? Social Computing and Social Media 2016 Cham Springer 59-70

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Cited By

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Anuar NOthman M(2024)Development and validation of progressive web application usability heuristics (PWAUH)Universal Access in the Information Society10.1007/s10209-022-00925-423:1(245-273)Online publication date: 1-Mar-2024
https://dl.acm.org/doi/10.1007/s10209-022-00925-4
Rusu VRusu CCastro M(2023)A Scale to Evaluate the Post-pandemic Tourist Experience in ValparaísoSocial Computing and Social Media10.1007/978-3-031-35927-9_26(371-388)Online publication date: 23-Jul-2023
https://dl.acm.org/doi/10.1007/978-3-031-35927-9_26
Rusu VMárquez LGonzález PRusu C(2022)Evaluating the Post-pandemic Tourist Experience: A Scale for Tourist Experience in Valparaíso, ChileSocial Computing and Social Media: Applications in Education and Commerce10.1007/978-3-031-05064-0_25(331-343)Online publication date: 26-Jun-2022
https://dl.acm.org/doi/10.1007/978-3-031-05064-0_25
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Published In

Jul 2018

537 pages

ISBN:978-3-319-91520-3

DOI:10.1007/978-3-319-91521-0

Editor:
Gabriele Meiselwitz
Department of Computer and Information Sciences, Towson University, Towson, Maryland, USA

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Springer-Verlag

Berlin, Heidelberg

Publication History

Published: 15 July 2018

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Anuar NOthman M(2024)Development and validation of progressive web application usability heuristics (PWAUH)Universal Access in the Information Society10.1007/s10209-022-00925-423:1(245-273)Online publication date: 1-Mar-2024
https://dl.acm.org/doi/10.1007/s10209-022-00925-4
Rusu VRusu CCastro M(2023)A Scale to Evaluate the Post-pandemic Tourist Experience in ValparaísoSocial Computing and Social Media10.1007/978-3-031-35927-9_26(371-388)Online publication date: 23-Jul-2023
https://dl.acm.org/doi/10.1007/978-3-031-35927-9_26
Rusu VMárquez LGonzález PRusu C(2022)Evaluating the Post-pandemic Tourist Experience: A Scale for Tourist Experience in Valparaíso, ChileSocial Computing and Social Media: Applications in Education and Commerce10.1007/978-3-031-05064-0_25(331-343)Online publication date: 26-Jun-2022
https://dl.acm.org/doi/10.1007/978-3-031-05064-0_25
Villareal-Freire AAguirre ADiaz JCollazos C(2019)EMOINEC: Exploring the Application of the EMOINAD Guide to an E-commerce ContextDesign, User Experience, and Usability. Design Philosophy and Theory10.1007/978-3-030-23570-3_39(521-532)Online publication date: 26-Jul-2019
https://dl.acm.org/doi/10.1007/978-3-030-23570-3_39
Rusu VRusu CQuiñones DBotella FRoncagliolo SRusu V(2019)On-Line Travel Agencies’ Usability: Evaluator eXperienceSocial Computing and Social Media. Communication and Social Communities10.1007/978-3-030-21905-5_35(452-463)Online publication date: 26-Jul-2019
https://dl.acm.org/doi/10.1007/978-3-030-21905-5_35

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An Online Travel Agency Comparative Study: Heuristic Evaluators Perception

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