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125 lines
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Markdown
125 lines
44 KiB
Markdown
---
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title: Heuristics Evaluation Assignment
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draft: true
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---
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[Jet - Ohyay](out/notes/jet-ohyay.md)
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[Jet -Discord](out/notes/jet-discord.md)
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[Combined evals](out/notes/combined-evals.md)
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# Skype Heuristic Evaluation
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Jet Hughes 9474308
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Note: I did not recieve the Evaluation from Cadence until Thursday night and 5:52pm
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## 1 Abstract
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The purpose of this evaluation was to uncover existing usability and functionality issues with the Skype app, so that it's usabilty can be improved. Heuristic Evaluations were carried out by three individuals according to Jakob Nielsen's ten design heuristics and a severity scale of 0 (not an issue) to 4 (usability catastrophe).
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Their tasks were to set up and carry out a meeting using the app, and to look out for violations of Neilsens ten heuristics.
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The key findings of this evaluation revealed that while the app is mostly usable, there are a few major issues that need to be fixed.
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## 2 Executive summary
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The skype app is one of the most used online messaging and video call desktop applications. It allows users to "make free video and one-to-one and group calls, send instant messges and share files with other people on Skype" (_What Is Skype? | Skype Support_, n.d.).
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In order to set up a meeting the user needed to press the Meet now button which is visible in many places. To add more participants the use can either call a group chat directly, or share a link to the meeting.
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In addition to many minor issues, the evaluators were able to find multiple major usability issues within the app. The three most severe issues were:
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**Finding 1: Visibility of system status** The windows OS close window button clooses skype without leaving the meeting. It opens the small floating window. This is not so bad, however, when the user closes the floating window, the user does still not leave the meeting, and is still visible to other users while having no indicator whatsoever that they are still in a call. This is a major issues as it is a privacy concern for the user.
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It is reccomended that when closing the main window using the windows OS close button, the user should be prompted to leave the meeting.
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**Finding 2: Error prevention and Visibility of system status** When Cadence tried to use the snapshot feature in a video call, the application GUI crashed. However, he was not kicked out of the meeting automatically, and I could still see and here him. Strangely, when he restarted the GUI, it did not show that he was in a meeting (I could still see him the the meeting). Then he called me while we were already in a meeting together (from my perspective). When I accepted his call, I was kicked out of my current meeting and added to the new one.
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It is stongly reccomended that this issue is fixed ASAP. The GUI needs to be properly linked to the calls.
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**Finding 3: Recognition rather than recall** Cadence was unable to find how to add a new contact. He was able to find a way to share a link to his profile. However In my GUI, I was very clear how to add a contact. The buttonw was displayed very prominently at the top of the contacts list. This seems to hint at an underlying issues that the GUI is not consistent across users. It is relevant to note that Cadence was using Linux and I windows.
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There are two recommendation here. Firstly, the linux app should be changed so that it is easy. Secondly, consistency across operating systems should be made taken into account.
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## 3 Acknowledgements
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Group Members:
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- Jet Hughes
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- Cadence Ember
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- Bradley Francis
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## 4 Appendix
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### 4.1 Combined
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| Heuristic | Severity | Location | Issue | Recommendation |
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|:-------------------------------------------------------------|:---------------------------|:----------------------|:---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|:-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
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| visibility of system status | 3 | Call | The the close window button does not leave the meeting. It pops up the small view. If the user closes this window. The user still does not leave the meeting and there is not GUI | make closing the windows prompt the user if they want to leave the meeting |
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| error prevention | 3 | Call | The application crahed when cadence tried to take a snapshot. Then I could still see him even though he didn't know he was still in the meeting | The snapshot feature should not cause a crash. And when the GUI closes, the user should leave the meeting |
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| Recognition rather than recall | 3 | N/A | I do not know how to add somebody else as a contact. I found a way to share a link to my profile, but I don’t know how to use a link that was shared with me. | There should be clear and obvious steps on how to add a contact. If the person has no contacts then the buttons should be displayed more prominently. |
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| Visibility of system status | 3 | Call | After Skype restarted from the snapshot button crash, the interface seemed like I wasn’t in a call: there was no call overlay, I couldn’t see or hear the other person, and the buttons prompted to start a call rather than stop it. However, my partner could actually see and hear me the whole time, without me knowing! | The application should always tell you when you are in a call. |
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| User control and freedom | 3 | Private conversation | Logging out and logging in again permanently deletes the entire private conversation on your side without warning. | It should remember the conversation, or if this isn’t possible, it should warn you about the consequences before you log out. |
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| Visibility of system status | 3 | Call | If a skype window is closed while in a audio or video call, you remain in the call, despite the app being closed. | Either have a warning that the app is closing but you will remain in the call, or have a warning that closing the app will terminate your connection to the call |
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| Visibility of system status | 2 | Audio/video settings | It is not clear whether or not the microphone test is running | There should be a visible indicator showing that the microphon test is running |
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| Visibility of system status | 2 | Screenshare | The only indicator that you are sharing your screen is the button changing from “start sharing” to “stop sharing”. It is easy to forget you are sharing, which could potentially cause huge embarrassment! | There should be a permanent indicator that is visible even while using other applications. |
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| Help users recognise and recover from errors | 2 | Account creation | You cannot use a PNG image as a profile picture, only a JPEG image. | Allow PNG images too, or automatically convert them when the user tries to pick them. |
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| Flexibility and efficiency of use | 2 | Audio/video settings | When adjusting your audio and videos settings the setting for your webcam is hidden | It should be moved up so the use doesn't have to scroll |
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| recognition rather than recall | 2 | Call | After opening the sidebar during a call there is no indication of how to hide it | There should be a button to close the sidebar during a call |
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| User control and freedom | 2 | Mini Viewer | When ‘minimising’ Skype into a mini-player while on video call, the icon for screen-share is visible, and easily confused with the ‘maximise’ button to return the screen to the normal viewer | Have the button for screen share clearer of its purpose, and have a resize option when in mini-player |
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| Match between system and the real world | 2 | Contacts list | Contacts who have sent you a message are not displayed in the “chats” section until you send a message back. | Text chats should always be displayed in the text chats section. |
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| consistency and standards | 2 | Call | When one participant enters together mode, it force all the participant into together mode. But the users must all individually leave together mode. | It should be made clear that this is how is works as this was unexpeted behaviour |
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| Flexibility and efficiency of use | 2 | Call | To click the horizontal dot menu in the bottom left the user must mouse over the react button which opens a popup. This menu usually closes after the mouse is moved off but sometimes it stays | The react menu should be moved or the mouse over function should be fixed |
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| User control and freedom | 2 | Call | My partner has the ability to use a custom background image, but I don’t have this feature on my end. | Everybody should have the feature! I don’t know why I don’t have it. |
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| Match between system and the real world | 2 | Private conversation | There is a feature to start a private conversation. Does this imply that conversations are usually not private? | The application should describe what a private conversation means, and explain whatever the downsides are that mean that it can’t be the default option. |
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| Aesthetic and minimalist design | 2 | Call | When switching applications, Skype opens a floating window to contain the call, which will overlap other applications. | This feature is helpful but there needs to be a way to permanently dismiss it so people can work while in a call. |
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| Consistency and standards | 2 | N/A | Quitting and restarting the application caused me to be logged out. | It’s a program that is installed on my computer, so it makes sense to keep me logged in. |
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| recognition rather than recall | 2 | Call | not clear how to exit together mode | Have some indicator of |
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| User control and freedom | 2 | Text chat | You cannot send a message that starts with a slash. | You should be able to send messages starting with a slash. |
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| Recognition rather than recall | 2 | General | The toolbar that typically runs along the top of the screen is only available/viewable on the app after pressing alt, and making any action outside of the toolbar removes it again | Have an option to toggle toolbar on/off, and/or make it clearer that alt engages the toolbar |
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| Help and documentation | 2 | General | To get help with Skype, the toolbar has to be toggled or settings must be opened and navigated through to find the help section | Have a more easily accessible help button, perhaps near the notifications/create group .etc |
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| Visibility of system status | 2 | Chat | When removing a message, it is not made clear whether it will remove the message for everyone, or just yourself | Clarify that removing the message removes it for all participants |
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| Flexibility and efficiency of use | 2 | Chat | To view bookmarked messages the user must navigate through their own profile to the bookmarks tab, where all bookmarks from all chats are kept, unsorted | Have an option to view bookmarked chats from certain groups, or have sorting criteria (date, group etc) |
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| Aesthetic and minimalist design | 1 | Profile | When trying to click on your profile, if the status symbol is clicked a dropdown menu appears that gives you the ability to set your status (active, away, DnD etc), but this option is already included in the main dropdown from clicking onto your profile | Remove the separate function to help mis-click prevention |
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| Match between system and the real world | 1 | DnD popup | When entering Do Not Disturb, a pop-up notifies you that you will not receive notifications while this is on. The popup has three options to exit it, ‘OK’, ‘View Settings’, and ‘Don’t ask me again’ | Improve the wording. Instead of Don’t ask me again, have ‘don’t show me this again’ or something of the like |
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| User coontrol and freedom | 1 | Mini floating window | There is no dedicated button to maximise the floating window | A dedicated button should be added to maximise the floating window |
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| Match between system and the real world | 1 | New Group | When a new group is created, there are two options presented for adding people to the group. There is ‘invite’ and ‘add people’ as two separate options. One option is for adding people through a link, and one is for inviting contacts. However, the add people option also contains an option for adding via link. | Remove the invite option, as both are covered under add people. |
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| Consistency and standards | 1 | General | Throughout the app, there are multiple different designs for the add members button. There are three different actions that can be taken to add members to a group, and they all have different icons | Generalise the icons so that they all follow the same design, that way they are recognisable throughout the application |
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| user control and freedom | 1 | Audio and video settings| cadence cannot add a custom background | It should at least say why he cant |
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| Flexibility and efficiency of use | 1 | Call | When a user is using multiple displays, even if the large skype window is visible the floating windows opens | The floating window should no open in this situation |
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| Help and docmentation | 1 | Call | When in a call by yourself the record button is grayed out and not pressable. There is no indication as to why | On mousing ove the button it should say why it is grayed out |
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| Aesthetic and minimalist design | 1 | Account creation | On one of the screens, the “continue” button must be clicked twice in order to continue. | The continue button should continue. |
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| help and documentation | 1 | Chat | no information about what private mode is | more information should be iven to the user |
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| Aesthetic and minimalist design | 1 | Top of the screen | Informational banners appear here and do not go away until they are interacted with. They do not display helpful information. Sometimes duplicates should appear. | The banners should go away when they are no longer relevant. |
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| Match between system and the real world | 1 | Call | “Together mode” is poorly named and does not accurately indicate what it will do. | This feature could have a name like “background scene”, or tooltip text, or some other help mechanism. |
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| Match between system and the real world | 1 | Polls | Somebody clicking or unclicking a poll option sends me a notification sound. These poll events contain little information on their own, so there’s no reason for them to notify immediately. | Do not notify for people clicking polls. |
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| Match between system and the real world | 1 | Contacts list | There is a feature to “send a contact”, though this offers to send a person their own contact card. | Do not offer to send people their own contact cards. |
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| Consistency and standards | 1 | Call | The “view” button has an inconsistent appearance. It activates a dropdown but looks like a functional button. | Add an arrow indicator to the button so that it matches the rest of the application’s conventions. |
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| Consistency and standards | 1 | Polls | It’s not obvious that a poll option highlighted in blue indicates that you should clicked that option. | Poll options should be represented as traditional checkboxes, rather than weird coloured rectangles. This also makes it clear that you can click again to undo your vote, which is already a feature. |
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| Consistency and standards | 1 | Main menu | There is an option to “download the app”. I am already using the desktop application. | The text should state “phone app” to contrast it from desktop app. |
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### 4.2 Single
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#### 4.2.1 Bradley
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#### 4.2.2 Jet
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| Heuristic | Severity | Location | Description | Recommendation |
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|:------------------------------------|:-----------------|:-----------------------------|:--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|:----------------------------------------------------------------------------------------|
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| Visibility of system status | 2 | Audio/video settings | It is not clear whether or not the test is running | There should be a visible indicator showing that the microphon test is running |
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| Flexibility and efficiency of use | 2 | Audio/video settings | When adjusting your audio and videos settings the setting for your webcam is hidden | It should be moved up so the use doesn't have to scroll |
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| User coontrol and freedom | 1 | Mini floating window | There is no dedicated button to maximise the floating window | A dedicated button should be added to maximise the floating window |
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| Flexibility and efficiency of use | 2 | Video call | To click the horizontal dot menu in the bottom left the user must mouse over the react button which opens a popup. This menu usually closes after the mouse is moved off but sometimes it stays | The react menu should be moved or the mouse over function should be fixed |
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| Flexibility and efficiency of use | 1 | Video call | When a user is using multiple displays, even if the large skype window is visible the floating windows opens | The floating window should no open in this situation |
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| Help and docmentation | 1 | Video call | When in a call by yourself the record button is grayed out and not pressable. There is no indication as to why | On mousing ove the button it should say why it is grayed out |
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| recognition rather than recall | 2 | Video call | After opening the sidebar during a call there is no indication of how to hide it | There should be a button to close the sidebar during a call |
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| recognition rather than recall | 2 | Video Call | not clear how to exit together mode | Have some indicator of |
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| visibility of system status | 3 | Video Call | The the close window button does not leave the meeting. It pops up the small view. If the user closes this window. The user still does not leave the meeting and there is not GUI | make closing the windows prompt the user if they want to leave the meeting |
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| error prevention | 3 | Video Call | The application crahed when cadence tried to take a snapshot. Then I could still see him even though he didn't know he was still in the meeting | when the GUI closes, the user should leave the meeting |
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| consistency and standards | 2 | Video Call | When one participant enters together mode, it force all the participant into together mode. But the users must all individually leave together mode. | It should be made clear that this is how is works as this was unexpeted behaviour |
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| user control and freedom | 1 | Video call | cadence cannot add a custom background | It should at least say why he cant |
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| help and documentation | 1 | Video call | | |
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| help and documentation | 1 | Chat | no information about what private mode is | more information should be iven to the user |
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#### 4.2.3 Cadence
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## 5 References
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_What is Skype? | Skype Support_. (n.d.). Microsoft. Retrieved April 1, 2022, from https://support.skype.com/en/faq/fa6/what-is-skype |