A Set Of Heuristics for User Experience Evaluation in E-commerce Websites

Abstract—Electronic Commerce (e-commerce) websites need to provide customers with a positive User Experience (UX) to be successful and competitive. In this paper, it is presented a set of 64 heuristics as a tool to evaluate the grade of UX achievement of these kinds of sites. The set is based on three studies which provide functional requirements and guidelines in regard to the quality of e-commerce web sites. The main contribution of this work is the standardization of these recommendations by formulating them in interrogative sentences to facilitate the evaluation of e-commerce sites. Each heuristic is accompanied by examples and suggestions that facilitate their evaluation by a provided scoring system. Keywords-Heuristic evaluation; E-commerce; User Experience