Heuristic evaluation of the appointment booking process on the Finnish Student Health Service’s (FSHS) website:an approach based on a revised set of minimalism heuristics for improved user experience (UX)

Abstract

Abstract. The purpose of this master’s thesis is to evaluate a newly redesigned set of minimalism heuristics developed by Jenni Virtaluoto, Tytti Suojanen and Suvi Isohella (to be seen in a forthcoming article)⁠ — with the initial purpose to be used in the minimalist documentation process by technical communication professionals⁠ — in the design of a healthcare service’s website rather than traditional technical documentation. Based on these minimalism heuristics derived from minimalism principles, solutions and recommendations were applied to usability issues found in the content of the Finnish Student Health Service’s website (or Ylioppilaiden Terveydenhoitosäätiö in Finnish) in the appointment booking process in order to improve the user experience. The results were conclusive and offer a better user experience with enhanced focus on core tasks and goals, accessibility, and error management. The revisited set of heuristics proved to be a versatile practical tool for the evaluation of a website meant to instruct users, but that is, nonetheless, very different in essence from traditional technical documentation