Case study

Figure 9.17 shows a customer-facing experience. It shows the store policies referenced in the right-hand panel. Try a little heuristic evaluation of this screenshot. Based on your experience and our guidance, what do you see in this experience that might impact the customer? It could be tiny things or interactions that could be annoying or helpful over time. Give yourself 10 minutes to evaluate this screen before reading the analysis.

Figure 9.17 – How FAQ documents might be helpful in a customer-facing UI

Here are some things we noticed in this experience. Some are conversational, and some any GUI would need to address.

• The label on the right column is called 2 references. Based on the other UI elements, it should likely be Title Case. Is the word references best? References are generic, but the section label is Sources, generally used for the places to get things from, versus another label, which could be Resources, the things...