Abstract
Within the framework of a workshop held to present the DUXAIT-NG platform, a heuristic evaluation with the approach proposed by Granollers was carried out as a case study, with the participation of 20 participants with different profiles and experience in usability and user experience. In this case study, the Municipality’s website was evaluated, specifically the Transportation section of Metropolitan Lima. This experience allowed the participants to get in touch with the DUXAIT-NG tool to carry out the entire evaluation, from planning to execution and reporting but also allowed to deepen the usability levels of the website in question. Thanks to the qualitative and quantitative nature of Granollers’ proposal, the results showed a 48.39% usability percentage, which implies a medium-low level of usability. The heuristics with the lowest levels were HG10 (Help and documentation), HG11 (Save the state and protect the work), and HG14 (Defaults). The heuristics with the highest levels were HG02 (Connection between the system and the real world, metaphor usage, and human objects), HG05 (Recognition rather than memory, learning, and anticipation), and HG04 (Consistency and standards). Likewise, the participants could leave their most relevant observations and comments during the evaluation, which allowed for a qualitative deepening of the results. In this sense, it was concluded that the Transport section’s website of the Municipality of Lima has many points for improvement, especially in the heuristics mentioned above. This information is essential as a starting point for redesign or continuous improvement processes and for improving the User Experience in general websites of other municipalities and the public sector. Finally, the participants’ positive reception of the DUXAIT-NG tool is worth mentioning.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Espinoza Olcay, W.A.: Gobierno electrónico en el Perú: evaluación de los servicios. Escritura Y Pensamiento 21(43), 175–190 (2022). https://doi.org/10.15381/escrypensam.v21i43.22792
Delgado, M.: Implementación de un sistema de información para medir el nivel de usabilidad de sistemas web que brindan servicios de gobierno electrónico usando lógica difusa (Tesis de grado). Facultad de Ingeniería. Pontificia Universidad Católica del Perú (2021). http://hdl.handle.net/20.500.12404/20874
Linares, F.: Optimización de la experiencia del ciudadano: UX en el sector público. Boletín Punto de Equilibro nro. 21. Universidad del Pacífico (2021). https://ciup.up.edu.pe/analisis/optimizacion-de-la-experiencia-del-ciudadano-ux-en-el-sector-publico/
Del Río, M., Linares, F.: UX Latam: historias sobre definición y diseño de servicios digitales. Fondo Editorial Universidad del Pacífico (2022). https://repositorio.up.edu.pe/handle/11354/3413
Gobierno del Perú: Desarrollo de competencias digitales avanzadas. Gob.Pe (n.d.). https://www.gob.pe/13806-desarrollo-de-competencias-digitales-avanzadas
Robles, C.: Día 2 - UX UI en el diseño de servicios digitales en el Estado. Secretaría de Gobierno Digital (Presidencia del Consejo de Ministros) (n.d.). https://cdn.www.gob.pe/uploads/document/file/1868766/Di%CC%81a%202%20-%20UX%20UI%20en%20el%20disen%CC%83o%20de%20servicios%20digitales%20en%20el%20Estado%20-%20Camila%20Robles.pdf
Borjas, L.: Evaluación de la usabilidad en los sitios web municipales del Perú teniendo como referencia el modelo SQUARE ISO/IEC 25000 (Tesis de grado). Universidad Nacional Agraria de la Selva (2022).https://hdl.handle.net/20.500.14292/2496
HCI-DUXAIT: DUXAIT-NG. DUXAIT Research Group. Pontificia Universidad Católica del Perú (2022). https://duxait-ng.net/
Aguirre, J., Lecaros, A., Ramos, C., Falconi, F., Moquillaza, A., Paz, F.: DUXAIT NG: a software for the planning and execution of user experience evaluations and experiments. In: Ruiz, P.H., Agredo-Delgado, V., Mon, A. (eds.) Human-Computer Interaction. HCI-COLLAB 2023. CCIS, vol. 1877, pp. 143–155. Springer, Cham (2024). https://doi.org/10.1007/978-3-031-57982-0_12
ISO: ISO 9241-11:2018. Ergonomics of human-system interaction—Part 11: Usability: Definitions and concepts. International Standards Organization (2018). https://www.iso.org/obp/ui/#iso:std:iso:9241:-11:ed-2:v1:en
Paz, F., Pow-Sang, J.A.: Usability evaluation methods for software development: a systematic mapping review. In: 2015 8th International Conference on Advanced Software Engineering and Its Applications (ASEA), Jeju, Korea (South), pp. 1–4 (2015). https://doi.org/10.1109/ASEA.2015.8
Andreas, H.: Usability engineering methods for software developers. Commun. ACM 48, 1, 71–74 (2005). https://doi.org/10.1145/1039539.1039541
Nielsen, J., Molich, R.: Heuristic evaluation of user interfaces. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI ‘90) , pp. 249–256. Association for Computing Machinery, New York, NY, USA (1990). https://doi.org/10.1145/97243.97281
Nielsen, J.: Finding usability problems through heuristic evaluation. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI ‘92) , pp. 373–380. Association for Computing Machinery, New York, NY, USA (1992). https://doi.org/10.1145/142750.142834
Granollers, T.: Usability evaluation with heuristics, beyond nielsen’s list. In: ACHI 2018: The Eleventh International Conference on Advances in Computer-Human Interactions. ARIA, 2018 (2018). https://www.thinkmind.org/articles/achi_2018_4_10_20055.pdf. ISBN 978-1-61208-616-3
Granollers, T.: Usability evaluation with heuristics. new proposal from integrating two trusted sources. In: Marcus, A., Wang, W. (eds.) DUXU 2018. LNCS, vol. 10918, pp. 396–405. Springer, Cham (2018). https://doi.org/10.1007/978-3-319-91797-9_28
Moquillaza, A., Falconi, F., Aguirre, J., Lecaros, A., Tapia, A., Paz, F.: Using remote workshops to promote collaborative work in the context of a UX process improvement. In: Marcus, A., Rosenzweig, E., Soares, M.M. (eds.) HCII 2023. LNCS, vol. 14030, pp. 254–266. Springer, Cham (2023). https://doi.org/10.1007/978-3-031-35699-5_19
Lecaros, A., Moquillaza, A. Falconi, F. Aguirre, J., Ramos, C., Paz, F.: Automation of granollers heuristic evaluation method using a developed support system: a case study. In: Ruiz, P.H., Agredo-Delgado, V., Mon, A. (eds.) Human-Computer Interaction. HCI-COLLAB 2023. CCIS, vol. 1877, pp. 93–108. Springer, Cham (2024). https://doi.org/10.1007/978-3-031-57982-0_8
Lecaros, A., Moquillaza, A., Falconi, F., Aguirre, J., Tapia, A., Paz, F.: Selection and modeling of a formal heuristic evaluation process through comparative analysis. In: Soares, M.M., Rosenzweig, E., Marcus, A. (eds.) HCII 2022. LNCS, vol. 13321, pp. 28–46. Springer, Cham (2022). https://doi.org/10.1007/978-3-031-05897-4_3
Paz, F., Lecaros, A., Falconi, F., Tapia, A., Aguirre, J., Moquillaza, A.: A process to support heuristic evaluation and tree testing from a UX integrated perspective. In: Latifi, S. (ed.) ITNG 2023. AISC, vol. 1445, pp. 367–377. Springer, Cham. (2023). https://doi.org/10.1007/978-3-031-28332-1_42
Becerra, M.R.: Calidad del servicio de gobierno electrónico de la Municipalidad Provincial de Utcubamba, región Amazonas 2021 (Tesis de licenciatura). Universidad Católica Santo Toribio de Mogrovejo (2022). http://hdl.handle.net/20.500.12423/5549
Zevallos, K.: La usabilidad del sitio web de la Municipalidad de El Agustino: un aporte en la mejora del proceso comunicacional, 2018 (Tesis de licenciatura). Universidad César Vallejo (2018). https://hdl.handle.net/20.500.12692/48005
Infante, E.: Usabilidad del portal de transparencia y seguimiento del presupuesto participativo, Municipalidad de Carmen de la Legua Reynoso, 2017–2020 (tesis de maestría). Universidad César Vallejo (2022). https://hdl.handle.net/20.500.12692/82012
Allpas, C., Naucapoma, M.: Características de usabilidad y accesibilidad de la plataforma virtual Miraflores es Único en adultos mayores 2019. Universidad Tecnológica del Perú (2019). https://hdl.handle.net/20.500.12867/3330
Nielsen, J., Landauer, T.K.: A mathematical model of the finding of usability problems. In: Proceedings of ACM INTERCHI’93 Conference, Amsterdam, The Netherlands, 24–29 April 1993, pp. 206–213 (1993). https://dl.acm.org/doi/10.1145/169059.169166
Zapata, C., Pow-Sang, J.A.: Sample size in a heuristic evaluation of usability. In: Software Engineering: Methods, Modeling, and Teaching, Pontificia Universidad Católica del Perú, vol. 37 (2012)
Alroobaea, R., Mayhew, P.J.: How many participants are really enough for usability studies? In: 2014 Science and Information Conference, London, UK, pp. 48–56 (2014). https://doi.org/10.1109/SAI.2014.6918171
Moquillaza, A., Falconi, F., Aguirre, J., Paz, F.: Using verbatims as a basis for building a customer journey map: a case study. In: Stephanidis, C., Antona, M., Ntoa, S. (eds.) HCII 2021. CCIS, vol. 1498, pp. 44–50. Springer, Cham (2021). https://doi.org/10.1007/978-3-030-90176-9_7
Acknowledgments
This work is part of the research project “Virtualización del proceso de evaluación de experiencia de usuario de productos de software para escenarios de no presencialidad” (virtualization of the user experience evaluation process of software products for non-presential scenarios), developed by HCI-DUXAIT research group. HCI-DUXAIT is a research group that belongs to the PUCP (Pontificia Universidad Católica del Perú). This work was funded by the Dirección de Fomento a la Investigación at the PUCP through grant 2021-C-0023.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2024 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Moquillaza, A., Falconi, F., Aguirre, J., Lecaros, A., Ramos, C., Paz, F. (2024). DUXAIT-NG in Practice: Evaluating Usability on the Municipality of Lima Website. In: Marcus, A., Rosenzweig, E., Soares, M.M. (eds) Design, User Experience, and Usability. HCII 2024. Lecture Notes in Computer Science, vol 14712. Springer, Cham. https://doi.org/10.1007/978-3-031-61351-7_20
Download citation
DOI: https://doi.org/10.1007/978-3-031-61351-7_20
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-61350-0
Online ISBN: 978-3-031-61351-7
eBook Packages: Computer ScienceComputer Science (R0)