Resumen de Obtención empírica y no empírica de un conjunto específico de heurísticas sobre experiencia de usuario para sistemas de información

José López, Jorge Hernández, Nelson Rangel, Mario Rodríguez , Martha Butron, Omar Jasso

• The set of ten heuristics proposed by J. Nielsen is oriented to measure the user experience (UX) in general. However, when dealing with the particular case of an information system (IS), these heuristics cannot identify all the bad situations, or problems, related with the UX. This paper proposes the inclusion of three heuristics (identity, accessibility, y attractivity) to those proposed by J. Nielsen, in order to identify better the problems about by the UX in IS. The new set of heuristics was tested over a case of study composed by 54 ISs, 141 users of them, and a questionnaire applied to the users. Based on Usability recommendations taken from de literature, and the answers given by the users, it was possible to identify 29 problems when considering only the heuristics proposed by J.

  Nielsen, and 40 problems when using the set defined in this document. Hence, this paper presents a set of heuristics that improves the identification of problems about UE in ISs than those proposed by J. Nielsen.