In general, it can be said that usability is concerned with creating systems that are easy to learn and use. Among the usability evaluation methods that can guide the construction of a self-service solution are the 10 heuristic interface evaluation principles proposed by Jakob Nielsen and Rolph Molich.
The 10 principles, as quoted by Robson Luis Gomes dos Santos (2006) and revisited by Edson Salerno Junior (2008), are as follows:
- System status visibility: This keeps the user always informed about system actions and gives procedural guidelines in each situation
- Equivalence between system and the real world: The system must speak the language of the user, using words, phrases, and similar concepts, besides following the conventions ...
