Review of Nielsen versus SMART in Heuristic Evaluation of Online Transportation Application
Frans Firmansyah, Anggar Riskinanto · E3S Web of Conferences · 2024
The increase in the number of users of online transportation applications is accompanied by a high number of complaints regarding usability issues. Meanwhile, there is the SMART method beside Nielsen’s method for heuristic evaluation that provides more emphasis on mobile application. The purpose of the research is to determine the fittest method in the heuristic evaluation of one of the online transportation applications in Indonesia. The research used a comparative study approach by comparing the number of obtained usability issues from Nielsen’s method and the SMART method. The evaluation process involved three usability experts who identify the usability issues in two types of frameworks, which are Nielsen’s and SMART. The findings of this study indicate that the SMART method discovers a higher number of issues around 7.7% (not significant) compared to the Nielsen method. The SMART method is also able to identify more issues across severity levels 2, 3, and 4. Based on these results, the SMART method is considered may be fitter than Nielsen’s method in evaluating online transportation applications in Indonesia. The research is expected to serve as a reference for conducting evaluations on mobile devices in Indonesia.