Omnichannel Heuristics for E-commerce

Abstract

Many organizations are providing their services via web and apps, however, appropriate methods for measuring usability and user experience of a digital ecosystem seem to be largely lacking. E-commerce has become popular in developing countries like Nepal and its usefulness is found to be high for example during emergencies like the pandemic. The purpose of this research is to compare one of the mostly used inspection evaluation method i.e. Nielsen's heuristics with Omnichannel heuristics method which is developed considering the digital ecosystem in the context of e-commerce in omnichannel media. The comparative study showed that Omnichannel heuristics detect more usability and UX issues than Nielsen's heuristics as much as two-third more than the latter. Omnichannel heuristics showed more high-priority issues, compared to Nelsen's heuristics. Omnichannel heuristics were found to be more effective for usability evaluation of e-commerce, compared to Nielsen's heuristics.