Beyond "Usability and User Experience" , Towards an Integrative Heuristic Inspection: from Accessibility to Persuasiveness in the UX Evaluation A Case Study on an Insurance Prospecting Tablet Application
This addresses the need for a more holistic UX evaluation method for UX professionals, though it is incremental as it builds on existing heuristic approaches.
The authors tackled the problem of restrictive heuristic inspections in UX by proposing an Integrative Heuristic Inspection that considers accessibility, usability, emotions & motivation, and persuasion, and applied it to an insurance prospecting tablet application to analyze results across dimensions.
Heuristic inspections are often carried out in a rather restrictive manner in the sense that they often address one or two of User Experience aspects. These two generally being: usability and "user experience". This fails to consider UX as it should be [considered]: through a holistic approach. Thus, we suggest to go beyond that by opting for what we have called an Integrative Heu-ristic Inspection that takes into account issues of: accessibility, usability, emotions \& motivation and persuasion, and that aims to simplify the overflow of recommendations UX professionals are faced with nowadays. We illustrate our proposal by a case study carried out on an insurance prospecting tablet application. We analyzed the results of the inspection separately for each dimension as well as combined across dimensions. Implications for a reflection on the struc-turing of the criteria for a general criteria-based approach in UX are discussed.