Add-a-line Heuristic Evaluation
co_present Presentation
Heuristic evaluation is a classic user experience methodology originating all the way back in 1994. Even though technological artifacts have evolved massively in the last 30 years, Jakob Nielsen’s heuristics still remain a powerful metric for lightweight usability evaluation that doesn’t require recruitment of participants.
As a UX Lead at T-Mobile, I determined the roadmap for upcoming experience enhancements for existing T-Mobile customers. This heuristic evaluation was one of the ways I identified key areas of concern.
Problem
I created this presentation as a baseline to determine some areas of concern that we could focus on in the coming quarter. The focus was on the add-a-line and upgrade experiences through myT-Mobile, which is the online portal for existing T-Mobile customers.
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Note that heuristic evaluation should not be used as a substitute for user testing. Real user data will be a much better tool for gaining insight into users. Heuristic evaluation serves as a guideline for common usability pitfalls.
I gave the presentation to several business and product stakeholders I was working with on the existing customer journey. Many of the findings from this evaluation were turned into later work projects.
