Heuristic	Definition	Example	Rating (0 to 3)	Notes	Recommendations
Visibility of system status	The design should always keep users informed about what is going on, through appropriate feedback within a reasonable amount of time.	“You Are Here” indicators on mall maps have to show people where they currently are, to help them understand where to go next.	0	The page layout is easy to navigate; between the header section filled with options is a news section, followed by events, then names/photos of council members, and finally the footer. You can kind of feel how far down on the page you are. When navigating on other pages, breadcrumbs are at the top.
Match between system and the real world	The design should speak the users' language. Use words, phrases, and concepts familiar to the user, rather than internal jargon. Follow real-world conventions, making information appear in a natural and logical order.	When stovetop controls match the layout of heating elements, users can quickly understand which control maps to which heating element.	1	The “Graphic Links” section below the header includes nice, large icons of exactly where the links go.	For the main navigation, the distinction between “Government” and “Departments” seems a bit vague; is there a better way to divide them?
User control and freedom	Users often perform actions by mistake. They need a clearly marked "emergency exit" to leave the unwanted action without having to go through an extended process.	Digital spaces need quick “emergency exits,” just like physical spaces do.	1	The social media links, instead of opening a new tab, replace the contents of the current tab.	Add a target=”_blank” for links to outside websites. NOTE: Instagram opens a new window; the others don’t.
Consistency and standards	Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.	Check-in counters are usually located at the front of hotels. This consistency meets customers’ expectations.	2	The main menu changes unpredictably. Sometimes it stays the same from page to page, sometimes the choices - and even the logo for going Home, are completely different.	Keep header and footer, especially the navigation portions, consistent within one site. It’s difficult to get around without that consistency. The spacing is sometimes even different.
Error prevention	Good error messages are important, but the best designs carefully prevent problems from occurring in the first place. Either eliminate error-prone conditions, or check for them and present users with a confirmation option before they commit to the action.	​​​​Guard rails on curvy mountain roads prevent drivers from falling off cliffs.	2	There is a search bar with a “Home” icon right next to it. Once I typed in a search type, and without paying attention, clicked the “Home” button instead of the magnifying glass on the other side.	Move the home button further away from the “Search” bar - or even get rid of it. Why is it even there anyway? Maybe to make up for the fact that the upper left logo doesn’t always go home? But on the pages where the upper left logo no longer goes home, the “Home” button is often gone from next to the Search bar.
Recognition rather than recall	Minimize the user's memory load by making elements, actions, and options visible. The user should not have to remember information from one part of the interface to another. Information required to use the design (e.g. field labels or menu items) should be visible or easily retrievable when needed.	It’s easier for most people to recognize the capitals of countries, instead of having to remember them. People are more likely to correctly answer the question Is Lisbon the capital of Portugal? rather than What’s the capital of Portugal?	0	The home page packs a lot of options into the header and “Graphic Links” section. It may be a bit top-heavy, but it gives the user lots of options to choose from without having to type search terms
Flexibility and efficiency of use	Shortcuts — hidden from novice users — may speed up the interaction for the expert user such that the design can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.	Regular routes are listed on maps, but locals with more knowledge of the area can take shortcuts.	0	Tucked away at the bottom of the page where I didn’t notice for a long time, there are some handy links apparently for government employees - webmail, timesheet, etc.
Aesthetic and minimalist design	Interfaces should not contain information which is irrelevant or rarely needed. Every extra unit of information in an interface competes with the relevant units of information and diminishes their relative visibility.	​​​​​​An ornate teapot may have excessive decorative elements that can interfere with usability, like an uncomfortable handle or hard to wash nozzle.	1	Overall, it’s a nice looking design, if perhaps overloaded in the use of mega menus.	Re-think the extensive mega menus to see if the number of choices can be reduced, or at least organized in a way that does not throw so much text at the user at once.
Help users recognize, diagnose, and recover from errors	Error messages should be expressed in plain language (no error codes), precisely indicate the problem, and constructively suggest a solution.	Wrong way signs on the road remind drivers that they are heading in the wrong direction and ask them to stop.	2	The unpredictable nature of the main navigation makes it difficult to recover from a wrong click. There is a small “Home” link in the footer that seems reliable, but it’s easy to miss.	Definitely fix the main navigation consistency problems.
Help and documentation	It’s best if the system doesn’t need any additional explanation. However, it may be necessary to provide documentation to help users understand how to complete their tasks.	Information kiosks at airports are easily recognizable and solve customers’ problems in context and immediately.	0	Everything on the home page is clearly spelled out and labeled.