如何评估网站.pdf

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1、Web site evaluationConducted for(The Client)By Information&DesignOctober 17th,1998INFORMATION&DESIGN.auphone+61 3 9521 5123fax+61 3 9521 5124 1998 Information&Design pty ltdWeb Site EvaluationPage 2 of 11ContentsContents.2Introduction.3Summary.4Recommendations.5Detailed findings.6Navigation.6Functio

2、nality.6Feedback.7Language.7Consistency.8Error prevention and correction.8Web Site EvaluationPage 3 of 11IntroductionInformation&Design conducted a usability evaluation of(The Clients)web site on October17th,1998.The web site is located at:(client site URL)The site is intended for use by the general

3、 public,as an adjunct to(The Clients)shopfrontactivities.According to the Marketing Director,Mr(Client Name),the purpose of the site is to:Enhance customer perception of(The Client)Ensure an online presence in the face of similar moves by competitors Provide the potential to expand into overseas mar

4、ket Provide customers with the ability to order books online Provide an opportunity to inform people about books in which they may be interested,thusenhancing customer service and increasing sales.This report presents the findings and recommendations arising from the evaluation.The reviewer spent 2

5、hours using the site,and evaluated it against a set of accepted measures(heuristics).Mr(Client Name)indicated that the site was developed on the assumption that theoverwhelming majority of customers have monitors set to a resolution of 800 x600 pixels,andthe evaluation was carried out at that resolu

6、tion.Web Site EvaluationPage 4 of 11SummaryIn the main,the web site is well presented and has a professional appearance.No broken links were found,and this indicates that an effective maintenance strategy is inplace.The site appears to contain most of the information a customer would require.However

7、,there are several usability issues which should be addressed if the site is to achieveits goals.There are five primary issues:1.Navigation is difficult.Customers are not presented with a clear indication of the currentlocation,and it is easy to become lost.2.Several graphic files are very large(som

8、e pages contain approximately 75Kb),whichmeans that pages will take a long time to download unless customers have very fast internetaccess.Experience and testing has shown that customers have very little patience with longdownload times.3.The Search facility is inadequate.In addition,the Quick Searc

9、h facility is not tiedvisually to the Expert Search facility.Customers who use the Quick Search may neverbecome aware that a more detailed search facility is available.For such a site,the ability tosearch is crucial.4.Several buttons(such as Search in the Expert Search screen)are below the fold.That

10、is,it is necessary to scroll to reach them.The layout is such that it is not always apparentto the customer that it is necessary to scroll in order to reach these buttons.5.It is difficult for newcomers to make a purchase,since there is no clear indication that theymust become members to do so.The p

11、rocess of becoming a member is also difficult,and inour opinion represents an unnecessary hurdle.Error messages in this area are poor.Each issue is discussed in the body of this report,and recommendations are made foraddressing them.Web Site EvaluationPage 5 of 11RecommendationsThis report recommend

12、s addressing each of the issues identified.Many of the issues can be resolved or at least improved without major re-design.However,it is recommended that:An extensive re-design of the Search facility be undertaken The requirement for customers to become members before purchasing is reconsidered.Inou

13、r opinion,this requirement presents an unnecessary hurdle.In addition,it is strongly suggested that usability testing be undertaken,since no other form ofevaluation is as effective at uncovering problems encountered by actual customers.Suchusability testing need not be an expensive,time-consuming or

14、 difficult undertaking,and will belikely to provide additional data which will aid in improving the site.Information&Design would be pleased to assist in this regard.Web Site EvaluationPage 6 of 11 Detailed findings The following pages contain detailed findings.A copy of a checklist used as part of

15、theevaluation process is contained at the end of the report on page 9.A severity rating has been assigned to each issue,depending on the probable impact oncustomers.Navigation Navigation refers to the ability to find ones way within the web site.Navigation is particularlyimportant on the internet,si

16、nce people easily become lost.It is also crucial to supportnavigation because of the ease with which customers can switch to a competitor site.Issue Recommendation Severity the Quick Search facility is not tiedvisually to the Expert Searchfacility.Customers who use theQuick Search may never becomeaw

17、are that a more detailed searchfacility is available.Place the two search facilitiestogether.Consider not having two differentsearch types.A single search couldprovide both functions.Consider providing one or moreexamples of how to use the search.Critical The current location is not alwaysclear.Use

18、the Navigation bar(which isalways available)to provide thisfeedback.This can be done byshading or otherwise changing thevisual appearance of the currentlocation element on the Navigationbar,or by providing a specific You areHere indicator at all times.Provide a meaningful title on eachpage.High It i

19、s not clear how to return to thehome page.The small companylogo is on the top right side of thescreen provides this function,but itis in a dead spot visually.Use the main company logo,at the topleft of the screen,to provide a link tothe Home page.This is much morevisible and is also more consistent

20、withgeneral practice on the web.Consider adding the word Homeimmediately below the logo also.High Account information is not availablefrom the Home page.Provide a link from the home page.Medium Functionality Functionality refers to the support of all the activities which may be carried out on the si

21、te.Issue Recommendation Severity It is necessary to scroll to reach theSearch,Next&Prev buttons onmany screens.Improve the layout to avoid thenecessity of scrolling.Where scrollingis unavoidable,provide a clear visualcue to indicate that there is moreinformation below.CriticalWeb Site EvaluationPage

22、 7 of 11 Control Customers should feel that they are always in control of the interaction.Issue Recommendation Severity If a non-member attempts topurchase a product without signingup for membership,the attempt isrejected without adequateexplanation of what has occurred.Provide an explanation of wha

23、t hasoccurred.If possible,allow non-members topurchase,since this requirementappears to represent an unnecessaryhurdle.Critical The Home page is 75kB,andseveral others are larger than 60kB.Reduce the file sizes.It appears thatgraphics have not been optimizedthis can be readily done in mostprofession

24、al(and many shareware)graphic packages.Critical The process of becoming a memberis extremely awkward.Resolving this issue requires designeffort.Information&Design would bepleased to assist in this regard.Critical Graphic links are not alwaysavailable as text links.Manycustomers click ahead withoutwa

25、iting for graphics to loadlack ofprovision of text links prevents this.Provide text links(usually at thebottom of the page)to match allgraphic links.Low Language It is important to speak the language of your customer,in order to prevent confusion andfrustration.(No issues identified in this area.)Fe

26、edback Feedback refers to the provision of information about what is happening at any time.Issue Recommendation Severity Mandatory fields are not indicatedon the order form.Indicate clearly which fields aremandatory.It is common practice on the web touse an asterisk(*)to indicatemandatory fields.Med

27、ium There is no facility for customers toreceive email feedback MediumWeb Site EvaluationPage 8 of 11 Consistency It is important to use language and visual cues in a manner that is both internally consistent andconsistent with general practice,so that customers do not have to learn any new techniqu

28、es inorder to use the site successfully.Issue Recommendation Severity Links do not always match the titlesof the pages to which they refer.Many catalogue names in links aredifferent to the names of the actualcatalogue sections.For example,Childrens Books leads to a pagecalled Kids Match all links to

29、 the linked page titles.Low Visited links do not change colour.Many customers rely on this tosupport their navigation through thesite.Use standard link colours.Low Error prevention and correction Errors should be prevented from occurring in the first instance wherever possible.When errorsdo occur,it

30、 is important to provide clear explanations of what has happened,and clearinstructions for how to recover.Issue Recommendation Severity Many unnecessary errors occur.For example:If customers order out-of-stockitems,an error occurs when theyattempt to conclude the payment.If a search returns zero hit

31、s,anerror message is returned.The credit card number fielddoes not allow spaces.Examine all error messages with aview to reducing the possibility of theiroccurring.Resolving this issue may requirefurther design effort.High No help is available for errormessages.If an error cannot be resolved duringt

32、he interaction,at least provide contactdetails so the customer can report theissue for resolution.High Error messages do not describewhat action is necessary.For example:Search returned zero itemsExamine all error messages with aview to improving the wording andadvice given.HighError messages do not

33、 alwaysprovide a clear exit pointFor example,the Search returnedzero items has no exitthecustomer must use Back on thebrowser to back out.Provide clear exit points(at least tothe Home and Feedback pages)on allerror messages.MediumWeb Site EvaluationPage 9 of 11ChecklistThis checklist was used as an

34、aid to the evaluation process.Blank copies of the checklist are available free of charge from our web site at:http:/.au/formsYou may wish to use such checklists for future in-house evaluations.NavigationComplianceAlwaysSometimesNeverNotesThere is a clear indication of the current location?Navigation

35、 bar is always available,but does not indicatecurrent location.There is a clearly-identified link to the Home page?Link is on RHS;main logo is not a linkAll major parts of the site are accessible from the Home page?Account info not availableIf necessary,a site map is available?Not applicableSite str

36、ucture is simple,with no unnecessary levels?Account information is hard to findIf necessary,an easy-to-use Search function is available?Quick Search available,but no clear link to ExpertSearch;When zero search results are returned,there isno facility to re-search.FunctionalityComplianceAlwaysSometim

37、esNeverNotesAll functionality is clearly labelled?Search button,Next&Prev buttons require scrollingto reachAll necessary functionality is available without leaving the site?No unnecessary plug-ins are used?Web Site EvaluationPage 10 of 11ControlComplianceAlwaysSometimesNeverNotesThe user can cancel

38、all operations?There is a clear exit point on every page?Shopping trolley has no exit point for non-members.Page size is less than 50kB/page?Main page is 75kB,several others greater than 60kBAll graphic links are also available as text links?Navigation bar links not availableThe site supports the us

39、ers workflow?Generally yes,non when becoming a memberAll appropriate browsers are supported?LanguageComplianceAlwaysSometimesNeverNotesThe language used is simple?Jargon is avoided?FeedbackComplianceAlwaysSometimesNeverNotesIf necessary,online help is available?It is always clear what is happening o

40、n the site?Lack of navigation causes confusion at times;mandatoryfields not indicated on order formUsers can receive email feedback if necessary?No facilityAll feedback is prompt?Users are informed if a plug-in or browser version is required?Users can give feedback via email or a feedback form?Web S

41、ite EvaluationPage 11 of 11ConsistencyComplianceAlwaysSometimesNeverNotesOnly one word or term is used to describe any item?Links match titles of the pages to which they refer?Many catalogue names in links are different to the namesof the actual catalogue sections.For example,ChildrensBooks leads to

42、 a page called KidsStandard colours are used for links and visited links?Visited links do not change colourTerminology is consistent with general web usage?Error prevention and correctionComplianceAlwaysSometimesNeverNotesErrors do not occur unnecessarily?Out-of-stock orders lead to an error;typing

43、text in ISBNfield returns zero hits instead of validating;credit cardfield dos not allow spacesError messages are in plain language?Error messages describe what action is necessary?Gen.no help available;e.g.Search returned zero itemsError messages provide a clear exit point?e.g.Search returned zero

44、items has no exit-customermust use Back on browserError messages provide contact details for assistance?Visual clarityComplianceAlwaysSometimesNeverNotesThe layout is clear?Several screens are cluttered;ALL CAPITALS are usedon some pagesThere is sufficient white space?All images have ALT text assigned?Patchy.At a guess only about 50%have ALT textUnnecessary animation is avoided?Animated email icon is distracting and may annoy