DUXAIT-NG in Practice: Evaluating Usability on the Municipality of Lima Website

Within the framework of a workshop held to present the DUXAIT-NG platform, a heuristic evaluation with the approach proposed by Granollers was carried out as a case study, with the participation of 20 participants with different profiles and experience in usability and user experience. In this case study, the Municipality’s website was evaluated, specifically the Transportation section of Metropolitan Lima. This experience allowed the participants to get in touch with the DUXAIT-NG tool to carry out the entire evaluation, from planning to execution and reporting but also allowed to deepen the usability levels of the website in question. Thanks to the qualitative and quantitative nature of Granollers’ proposal, the results showed a 48.39% usability percentage, which implies a medium-low level of usability. The heuristics with the lowest levels were HG10 (Help and documentation), HG11 (Save the state and protect the work), and HG14 (Defaults). The heuristics with the highest levels were HG02 (Connection between the system and the real world, metaphor usage, and human objects), HG05 (Recognition rather than memory, learning, and anticipation), and HG04 (Consistency and standards). Likewise, the participants could leave their most relevant observations and comments during the evaluation, which allowed for a qualitative deepening of the results. In this sense, it was concluded that the Transport section’s website of the Municipality of Lima has many points for improvement, especially in the heuristics mentioned above. This information is essential as a starting point for redesign or continuous improvement processes and for improving the User Experience in general websites of other municipalities and the public sector. Finally, the participants’ positive reception of the DUXAIT-NG tool is worth mentioning.