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 layout matches the style of the home page, and again presents everything under main navigation and “Graphic Links”, followed by updates, some large button options, etc.
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.	0	There is a visual “Upcoming Programs & Events” area that nicely lays out a few future dates in order.
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.	2	When going to an individual park’s page, the “Home” logo changes AGAIN to that particular park, making it difficult to get back to the main park page	Re-work the main navigation for consistency
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.	1	The hierarchy is a little confusing - the home page “Graphic Links” go to “Unity Park” and “Falls Park”, and each of those has links to broader categories like “City Parks.” I guess those two parks are most popular?	Re-evaluate how a user gets to the main parks page; perhaps links to the two most popular is actually the best option.
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	All of the pages within “Parks” are included among the pages with a tricky “Home” logo in the upper left. While on a park page, it takes you to the main parks page, not Greenville SC’s home page. The logo is similar, so it’s easy to miss that it’s different.	Re-work the header to be consistent across the entire site.
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	Nice “Graphic Links” with matching pictures to go with different places to go within the “Parks” area of the site.
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	There is a small login link in the lower right corner of the footer; it takes the user to a sign-in for CivicPlus, the service that runs the site
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.	0	Matches the overall layout of the home page, making it easy to recognize things and move around
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.	0	No errors observed
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.	3	The search feature does not appear to be very helpful in actually finding anything	Improve the search feature to help users find how to complete tasks, rather than list out documents