Checkout heuristic evaluation template
A worked heuristic evaluation of a fictional shop checkout, each issue tied to one of Nielsen's 10 heuristics with a severity. Use it as a model.
- Issues found
- 10
- Heuristics
- 10
Issues, severity and fixes
| Heuristic | Issue | Severity | Fix |
|---|---|---|---|
| Visibility of system status | After tapping Pay now nothing changes for several seconds, so people tap again and risk paying twice. | Major | Disable the button and show a "Taking your payment" state straight away. |
| Match between system and the real world | The delivery option is labelled "Fulfilment method", which is our jargon. | Cosmetic | Call it "Delivery or collection". |
| User control and freedom | There is no way back from the payment step. The browser Back button empties the basket. | Catastrophe | Keep the basket saved and add a visible "Back to delivery" link. |
| Consistency and standards | Primary buttons are red on the basket page and grey on the payment page. | Minor | Use one primary button style across the whole flow. |
| Error prevention | The quantity field accepts 0 and negative numbers, and the total goes odd. | Major | Limit it to 1 or more and show a Remove link instead. |
| Recognition rather than recall | The promo code you applied disappears from view once you reach payment. | Minor | Show the applied code and the saving in the order summary. |
| Flexibility and efficiency of use | Returning customers have to retype their address and card every time. | Cosmetic | Offer saved details for signed-in customers. |
| Aesthetic and minimalist design | Three banners sit above the card form and push it below the fold on a phone. | Minor | Move the promotions out of the payment step. |
| Help users recognize, diagnose, and recover from errors | A declined card shows "Error 402" and clears every field. | Major | Say the card was declined, keep the entered details and suggest another card. |
| Help users recognize, diagnose, and recover from errors | The postcode error appears at the top of the page, away from the field. | Cosmetic | Show it beside the postcode field. |
Questions
Frequently asked questions
What's in the checkout heuristic evaluation template?
10 issues for a fictional checkout, each linked to a heuristic, rated from cosmetic to catastrophe and paired with a recommended fix.
How many evaluators do I need?
One person finds a lot, but several evaluators working separately find more. Compare your lists afterwards and agree the severity ratings together.
Is the content real?
No. Example Shop is fictional and no real company is named. The issues are typical ones, written to show the format.
Do I need an account?
No. You can build, preview and download without signing in. You only sign in to share a link or save your work.