Usability heuristics

Usability heuristics are a list of design principles against which you can assess the usability of an interface. Heuristic evaluations are never intended to stand alone. They are a single element in a larger UX design process, and provide a quick and standardized means to assess the usability of an interface.

1. Aesthetic and minimalist design
   Every unnecessary element competes with the important ones and diminishes their relative visibility. The TELUS aesthetic is both clear and simple. Less is better.

2. Consistency
   Customers shouldn’t have to wonder whether different words or design elements mean the same thing. Follow standard conventions – both our internal conventions, and broader web standards.

3. Visibility of system status
   Provide clear feedback as to what the system is doing and what the customer should do next.

4. Recognition rather than recall
   Ensure all elements of the design are easy to comprehend and familiar-looking. Never rely on a customer's ability to remember information in order to navigate.

5. Match between system and the real world
   Speak our customers’ language – with familiar words, phrases, and concepts. Avoid technical or insider jargon.

6. Efficiency of use
   Find ways to do the work for customers. Remember their choices and pre-populate fields where possible.

7. Error avoidance and handling
   Prevent errors from happening in the first place – through intelligently constraining choice, clear instructions, and anticipating customer questions or actions.

Where errors do occur, provide graceful recovery. In plain language, tell customers what went wrong and how to fix it.

8. Guiding the user
   Ideally, flows should be so simple that instructions aren’t necessary.

For complex interactions, clearly lay out the steps customers need to take. Make sure the instructions are easy to ignore or dismiss by those who don’t need them.