Instructions for using this workbook

Last updated: 22 October 2014. Check for the latest version.

Step 1: Click on the "Home

Page" worksheet

Step 2: For each checklist item,

enter a rating of -1 (doesn't
comply with the guideline), +1
(complies) or 0 (kind of
complies). If a guideline isn't
relevant, leave the rating blank.
You can add a comment if you
want, to the right of the rating.

Step 3: Click on the remaining

worksheets in turn and rate the
web site.

Step 4: Click on the Results

worksheet to get a numerical
rating for the compliance with
the guidelines.

Step 5: Tell us what you think!

Please send feedback to
[email protected].

About the author

I love creating articles, resources and eBooks for the user experience community.

But it's my consulting and training work that pays the bills.

If you want to support the work that I do, here are some ideas.

ATTEND A WORKSHOP

Attend a public training courses. You'll find an up-to-date schedule here:

https://www.userfocus.co.uk/training/index.html

BUY AN ONLINE COURSE

Buy one of my online video courses on Udemy. You'll find a list here:

https://www.udemy.com/user/davidtravis/

INVITE ME IN

I can bring my workshops to you and run them for a fixed all-inclusive fee no matter
where you are. You'll find more information on in-house training here:

https://www.userfocus.co.uk/training/in-house-training.html

COLLABORATE

Commission me to optimise the user experience of your product or service. You'll find
more information on my consultancy services here:

https://www.userfocus.co.uk/consultancy/index.html

David Travis, [email protected]

© Userfocus Ltd 2009 1

 Expert Review

Summary of results

Raw score # Questions # Answers Score

Home Page 0 20 0
Task Orientation 0 44 0
Navigation & IA 0 29 0
Forms & Data Entry 0 23 0
Trust & Credibility 0 13 0
Writing & Content Quality 0 23 0
Page Layout & Visual Design 0 38 0
Search 0 20 0
Help, Feedback & Error Tolerance 0 37 0
Overall score 247 0

Home Page
Help, Feedback & Error Tolerance Task Orientation
5%
57
Search Navigation & IA
0%

Page Layout & Visual Design Forms & Data Entry

Writing & Content
Trust & Credibility
Quality

© Userfocus Ltd 2005 2

© Userfocus Ltd 2005 3
© Userfocus Ltd 2005 4
 Home Page

Checkpoint Comments

The items on the home page are clearly focused on users’ key tasks (“featuritis” has been
avoided)
The home page contains a search input box

Product categories are provided and clearly visible on the homepage

Useful content is presented on the home page or within one click of the home page

The home page shows good examples of real site content

Links on the home page begin with the most important keyword (e.g. "Sun holidays" not
"Holidays in the sun")
There is a short list of items recently featured on the homepage, supplemented with a link to
archival content
Navigation areas on the home page are not over-formatted and users will not mistake
them for adverts
The value proposition is clearly stated on the home page (e.g. with a tagline or welcome blurb)

The home page contains meaningful graphics, not clip art or pictures of models

Navigation choices are ordered in the most logical or task-oriented manner (with the less
important corporate information at the bottom)
The title of the home page will provide good visibility in search engines like Google

All corporate information is grouped in one distinct area (e.g. "About Us")

Users will understand the value proposition

By just looking at the home page, the first time user will understand where to start

The home page shows all the major options

The home page of the site has a memorable URL

The home page is professionally designed and will create a positive first impression

The design of the home page will encourage people to explore the site

The home page looks like a home page; pages lower in the site will not be confused with
it

© Userfocus Ltd 2009 5

 Task Orientation & Site Functionality

Checkpoint Comments

The site is free from irrelevant, unnecessary and distracting information

Excessive use of scripts, applets, movies, audio files, graphics and images has been
avoided
The site avoids unnecessary registration

The critical path (e.g. purchase, subscription) is clear, with no distractions on route

Information is presented in a simple, natural and logical order

The number of screens required per task has been minimised

The site requires minimal scrolling and clicking

The site correctly anticipates and prompts for the user’s probable next activity

When graphs are shown, users have access to the actual data (e.g. numeric annotation on bar
charts)
Activities allocated to the user or the computer take full advantage of the strengths of
each (look for actions that can be done automatically by the site, e.g. postcode lookup)
Users can complete common tasks quickly

Items can be compared easily when this is necessary for the task (e.g. product
comparisons)
The task sequence parallels the user’s work processes

The site makes the user’s work easier and quicker than without the system

The most important and frequently used topics, features and functions are close to the centre of
the page, not in the far left or right margins
The user does not need to enter the same information more than once

Important, frequently needed topics and tasks are close to the 'surface' of the web site

Typing (e.g. during purchase) is kept to an absolute minimum, with accelerators (“one-
click”) for return users
The path for any given task is a reasonable length (2-5 clicks)

When there are multiple steps in a task, the site displays all the steps that need to be
completed and provides feedback on the user’s current position in the workflow
Price is always clearly displayed next to any product

The site's privacy policy is easy to find, especially on pages that ask for personal
information, and the policy is simple and clear
Users of the site do not need to remember information from place to place

The use of metaphors is easily understandable by the typical user

Data formats follow appropriate cultural conventions (e.g. miles for UK)

Details of the software's internal workings are not exposed to the user

The site caters for users with little prior experience of the web

The site makes it easy for users to explore the site and try out different options before
committing themselves
A typical first-time visitor can do the most common tasks without assistance

When they return to the site, users will remember how to carry out the key tasks

The functionality of novel device controls is obvious

On the basket page, there is a highly visible ‘Proceed to checkout’ button at the top and
bottom of the page
Important calls to action, like ‘Add to basket’, are highly visible

Action buttons (such as “Submit”) are always invoked by the user, not automatically
invoked by the system when the last field is completed
Command and action items are presented as buttons (not, for example, as hypertext links)

If the user is half-way through a transaction and quits, the user can later return to the
site and continue from where he left off
When a page presents a lot of information, the user can sort and filter the information

If there is an image on a button or icon, it is relevant to the task

The site prompts the user before automatically logging off the user, and the time out is
appropriate
Unwanted features (e.g. Flash animations) can be stopped or skipped

The site is robust and all the key features work (i.e. there are no javascript exceptions, CGI errors
or broken links)
The site supports novice and expert users by providing different levels of explanation
(e.g. in help and error messages)
The site allows users to rename objects and actions in the interface (e.g. naming delivery
addresses or accounts)
The site allows the user to customise operational time parameters (e.g. time until
automatic logout)

© Userfocus Ltd 2009 6

 Navigation & Information Architecture

Checkpoint Comments

There is a convenient and obvious way to move between related pages and sections and it is easy
to return to the home page
The information that users are most likely to need is easy to navigate to from most
pages
Navigation choices are ordered in the most logical or task-oriented manner

The navigation system is broad and shallow (many items on a menu) rather than deep
(many menu levels)
The site structure is simple, with a clear conceptual model and no unnecessary levels

The major sections of the site are available from every page (persistent navigation) and
there are no dead ends
Navigation tabs are located at the top of the page, and look like clickable versions of real-world
tabs
There is a site map that provides an overview of the site's content

The site map is linked to from every page

The site map provides a concise overview of the site, not a rehash of the main
navigation or a list of every single topic
Good navigational feedback is provided (e.g. showing where you are in the site)

Category labels accurately describe the information in the category

Links and navigation labels contain the "trigger words" that users will look for to achieve their goal

Terminology and conventions (such as link colours) are (approximately) consistent with
general web usage
Links look the same in the different sections of the site

Product pages contain links to similar and complementary products to support cross-
selling
The terms used for navigation items and hypertext links are unambiguous and jargon-free

Users can sort and filter catalogue pages (e.g. by listing in price order, or showing 'most
popular')
There is a visible change when the mouse points at something clickable (excluding cursor changes)

Important content can be accessed from more than one link (different users may require
different link labels)
Navigation-only pages (such as the home page) can be viewed without scrolling

Hypertext links that invoke actions (e.g downloads, new windows) are clearly
distinguished from hypertext links that load another page
The site allows the user to control the pace and sequence of the interaction

There are clearly marked exits on every page allowing the user to bale out of the current
task without having to go through an extended dialog
The site does not disable the browser's “Back” button and the "Back" button appears on the
browser toolbar on every page
Clicking the back button always takes the user back to the page the user came from

A link to both the basket and checkout is clearly visible on every page

If the site spawns new windows, these will not confuse the user (e.g. they are dialog-box
sized and can be easily closed)
Menu instructions, prompts and messages appear on the same place on each screen

© Userfocus Ltd 2009 7

 Forms & Data Entry

Checkpoint Comments

Fields in data entry screens contain default values when appropriate and show the structure of the
data and the field length
When a task involves source documents (such as a paper form), the interface is
compatible with the characteristics of the source document
The site automatically enters field formatting data (e.g. currency symbols, commas for 1000s,
trailing or leading spaces). Users do not need to enter characters like £ or %.
Field labels on forms clearly explain what entries are desired

Text boxes on forms are the right length for the expected answer

There is a clear distinction between “required” and “optional” fields on forms

The same form is used for both logging in and registering (i.e. it's like Amazon)

Forms pre-warn the user if external information is needed for completion (e.g. a passport
number)
Questions on forms are grouped logically, and each group has a heading

Fields on forms contain hints, examples or model answers to demonstrate the expected
input
When field labels on forms take the form of questions, the questions are stated in clear, simple
language
Pull-down menus, radio buttons and check boxes are used in preference to text entry
fields on forms (i.e. text entry fields are not overused)
With data entry screens, the cursor is placed where the input is needed

Data formats are clearly indicated for input (e.g. dates) and output (e.g. units of values).

Users can complete simple tasks by entering just essential information (with the system supplying
the non-essential information by default)
Forms allow users to stay with a single interaction method for as long as possible (i.e.
users do not need to make numerous shifts from keyboard to mouse to keyboard).
The user can change default values in form fields

Text entry fields indicate the amount and the format of data that needs to be entered

Forms are validated before the form is submitted

With data entry screens, the site carries out field-level checking and form-level checking
at the appropriate time
The site makes it easy to correct errors (e.g. when a form is incomplete, positioning the cursor at
the location where correction is required)
There is consistency between data entry and data display

Labels are close to the data entry fields (e.g. labels are right justified)

© Userfocus Ltd 2009 8

 Trust & Credibility

Checkpoint Comments

The content is up-to-date, authoritative and trustworthy

The site contains third-party support (e.g. citations, testimonials) to verify the accuracy
of information.
It is clear that there is a real organisation behind the site (e.g. there is a physical address or a
photo of the office)
The company comprises acknowledged experts (look for credentials)

The site avoids advertisements, especially pop-ups.

Delivery costs are highlighted at the very beginning of checkout

The site avoids marketing waffle

Each page is clearly branded so that the user knows he is still in the same site

It is easy to contact someone for assistance and a reply is received quickly

The content is fresh: it is updated frequently and the site includes recent content

The site is free of typographic errors and spelling mistakes

The visual design complements the brand and any offline marketing messages

There are real people behind the organisation and they are honest and trustworthy (look for bios)

© Userfocus Ltd 2009 9

 Writing & Content Quality

Checkpoint Comments

The site has compelling and unique content

Text is concise, with no needless instructions or welcome notes

Each content page begins with conclsuions or implications and the text is written with an inverted
pyramid style
Pages use bulleted and numbered lists in preference to narrative text

Lists are prefaced with a concise introduction (e.g. a word or phrase), helping users appreciate
how the items are related to one another
The most important items in a list are placed at the top

Information is organised hierarchically, from the general to the specific, and the organisation is
clear and logical
Content has been specifically created for the web (web pages do not comprise
repurposed material from print publications such as brochures)
Product pages contain the detail necessary to make a purchase, and users can zoom in on product
images
Hypertext has been appropriately used to structure content

Sentences are written in the active voice

Pages are quick to scan, with ample headings and sub-headings and short paragraphs

The site uses maps, diagrams, graphs, flow charts and other visuals in preference to wordy blocks
of text
Each page is clearly labelled with a descriptive and useful title that makes sense as a
bookmark
Links and link titles are descriptive and predictive, and there are no “Click here!” links

The site avoids cute, clever, or cryptic headings

Link names match the title of destination pages, so users will know when they have reached the
intended page
Button labels and link labels start with action words

Headings and sub-headings are short, straightforward and descriptive

The words, phrases and concepts used will be familiar to the typical user

Numbered lists start at "1" not at "0"

Acronyms and abbreviations are defined when first used

Text links are long enough to be understood, but short enough to minimise wrapping (especially
when used as a navigation list)

© Userfocus Ltd 2009 10

 Page
Page Layout
Layout &
& Visual
Visual Design
Design

Checkpoint Comments

The screen density is appropriate for the target users and their tasks

The layout helps focus attention on what to do next

On all pages, the most important information (such as frequently used topics, features and
functions) is presented on the first screenful of information (“above the fold”)
The site can be used without scrolling horizontally

Things that are clickable (like buttons) are obviously pressable

Items that aren't clickable do not have characteristics that suggest that they are

The functionality of buttons and controls is obvious from their labels or from their design

Clickable images include redundant text labels (i.e. there is no 'mystery meat'
navigation)
Hypertext links are easy to identify without needing to 'minesweep' (e.g. underlined)

Fonts are used consistently

The relationship between controls and their actions is obvious

Icons and graphics are standard and/or intuitive (concrete and familiar)

There is a clear visual "starting point" to every page

Each page on the site shares a consistent layout

Pages on the site are formatted for printing, or there is a printer-friendly version

Buttons and links show that they have been clicked

GUI components (like radio buttons and check boxes) are used appropriately

Fonts are readable

The site avoids italicised text and uses underlining only for hypertext links

There is a good balance between information density and use of white space

The site is pleasant to look at

Pages are free of "scroll stoppers" (headings or page elements that create the illusion
that users have reached the top or bottom of a page when they have not)
The site avoids extensive use of upper case text

The site has a consistent, clearly recognisable look and feel that will engage users

Saturated blue is avoided for fine detail (e.g. text, thin lines and symbols)

Colour is used to structure and group items on the page

Graphics will not be confused with banner ads

Emboldening is used to emphasise important topic categories

On content pages, line lengths are neither too short (<50 characters per line) nor too long (>100
characters per line) when viewed in a standard browser width window
Pages have been designed to an underlying grid, with items and widgets aligned both
horizontally and vertically
Meaningful labels, effective background colours and appropriate use of borders and white space
help users identify a set of items as a discrete functional block
The colours work well together and complicated backgrounds are avoided

Individual pages are free of clutter and irrelevant information

Standard elements (such as page titles, site navigation, page navigation, privacy policy
etc.) are easy to locate
The organisation's logo is placed in the same location on every page, and clicking the logo returns
the user to the most logical page (e.g. the home page)
Attention-attracting features (such as animation, bold colours and size differentials) are
used sparingly and only where relevant
Icons are visually and conceptually distinct yet still harmonious (clearly part of the same family)

Related information and functions are clustered together, and each group can be
scanned in a single fixation (5-deg, about 4.4cm diam circle on screen)

© Userfocus Ltd 2009 11

 Search

Checkpoint Comments

The default search is intuitive to configure (no Boolean operators)

The search results page shows the user what was searched for and it is easy to edit and
resubmit the search
Search results are clear, useful and ranked by relevance

The search results page makes it clear how many results were retrieved, and the
number of results per page can be configured by the user
If no results are returned, the system offers ideas or options for improving the query based on
identifiable problems with the user's input
The search engine handles empty queries gracefully

The most common queries (as reflected in the site log) produce useful results

The search engine includes templates, examples or hints on how to use it effectively

The site includes a more powerful search interface available to help users refine their searches
(preferably named "revise search" or "refine search", not "advanced search)
The search results page does not show duplicate results (either perceived duplicates or
actual duplicates)
The search box is long enough to handle common query lengths

Searches cover the entire web site, not a portion of it

If the site allows users to set up a complex search, these searches can be saved and executed on a
regular basis (so users can keep up-to-date with dynamic content)
The search interface is located where users will expect to find it (top right of page)

The search box and its controls are clearly labelled (multiple search boxes can be confusing)

The site supports people who want to browse and people who want to search

The scope of the search is made explicit on the search results page and users can restrict the
scope (if relevant to the task)
The search results page displays useful meta-information, such as the size of the
document, the date that the document was created and the file type (Word, pdf etc.)
The search engine provides automatic spell checking and looks for plurals and synonyms

The search engine provides an option for similarity search (“more like this”)

© Userfocus Ltd 2009 12

 Help, Freedback & Error Tolerance

Checkpoint Comments

The FAQ or on-line help provides step-by-step instructions to help users carry out the most
important tasks
It is easy to get help in the right form and at the right time

Prompts are brief and unambiguous

The user does not need to consult user manuals or other external information to use the
site
The site uses a customised 404 page, which includes tips on how to find the missing page and links
to “Home” and Search
The site provides good feedback (e.g. progress indicators or messages) when needed
(e.g. during checkout)
Users are given help in choosing products

User confirmation is required before carrying out potentially “dangerous” actions (e.g.
deleting something)
Confirmation pages are clear

Error messages contain clear instructions on what to do next

Immediately prior to commiting to the purchase, the site shows the user a clear summary page
and this will not be confused with a purchase confirmation page
When the user needs to choose between different options (such as in a dialog box), the
options are obvious
The site keeps users informed about unavoidable delays in the site’s response time (e.g. when
authorising a credit card transaction)
Error messages are written in a non-derisory tone and do not blame the user for the error

Pages load quickly (5 seconds or less)

The site provides immediate feedback on user input or actions

The user is warned about large, slow-loading pages (e.g. “Please wait…”), and the most important
information appears first
Where tooltips are used, they provide useful additional help and do not simply duplicate
text in the icon, link or field label
When giving instructions, pages tell users what to do rather than what to avoid doing

The site shows users how to do common tasks where appropriate (e.g. with
demonstrations of the site's functionality)
The site provides feedback (e.g. “Did you know?”) that helps the user learn how to use the site

The site provides context sensitive help

Help is clear and direct and simply expressed in plain English, free from jargon and buzzwords

The site provides clear feedback when a task has been completed successfully

Important instructions remain on the screen while needed, and there are no hasty time outs
requiring the user to write down information
Fitts' Law is followed (the distance between controls and the size of the controls is
appropriate, with size proportional to distance)
There is sufficient space between targets to prevent the user from hitting multiple or incorrect
targets
There is a line space of at least 2 pixels between clickable items

The site makes it obvious when and where an error has occurred (e.g. when a form is incomplete,
highlighting the missing fields)
The site uses appropriate selection methods (e.g. pull-down menus) as an alternative to
typing
The site does a good job of preventing the user from making errors

The site prompts the user before correcting erroneous input (e.g. Google's “Did you
mean…”)
The site ensures that work is not lost (either by the user or site error)

Error messages are written in plain language with sufficient explanation of the problem

When relevant, the user can defer fixing errors until later in the task

The site can provide more detail about error messages if required

It is easy to “undo” (or “cancel”) and “redo” actions

© Userfocus Ltd 2009 13

 Further Reading

How to carry out a usability expert review

If you like this spreadsheet, you'll love my online training course. The course reveals the
practitioner secrets behind expert reviews and will teach you how to think like a
usability expert.

- Appreciate the difference between a usability inspection and someone’s personal

opinion.
- Learn and practice some quick techniques for carrying out usability reviews of
prototypes and finished products.
- Apply Jakob Nielsen’s heuristic evaluation technique to software, products and web
sites.
- Compare Nielsen's heuristics with other sets of guidelines, like ISO’s 7 dialogue
principles, Shniederman’s 8 golden rules of dialog design and Tog’s 16 principles of
interaction design
- Uncover the elements of your design that lead new users to make errors, using the
task-based cognitive walkthrough method.

https://www.udemy.com/ux-reviews/

© Userfocus Ltd 2009 14