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

TL;DR

This paper proposes an integrative heuristic inspection method for UX evaluation that considers accessibility, usability, emotions, motivation, and persuasion, demonstrated through a case study on an insurance tablet app.

Contribution

It introduces a holistic heuristic inspection approach that expands traditional usability assessments to include emotional and persuasive aspects in UX evaluation.

Findings

Holistic inspection provides comprehensive UX insights.

Combined analysis across dimensions reveals deeper user experience issues.

Implications for structured, criteria-based UX evaluation methods.

Abstract

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.