Heuristic Evaluation
Amtrak Website
Image via Amtrak.com
Skills & Competencies
Heuristic Evaluation
UX Research & Analysis
Information Architecture
Usability & Accessibility Assessment
Interface Critique & Documentation
Visual Communication
About This Project
This project evaluated Amtrak’s travel booking website using Nielsen’s usability heuristics to identify design, navigation, and content issues that affect user experience.
The evaluation focused on how interface structure, feedback, and visual hierarchy support or hinder successful booking.
Context & Purpose
The purpose of this project was to systematically assess the usability of Amtrak’s travel booking flow and pinpoint areas where the interface fails to meet established usability standards.
Purpose:
- Apply Nielsen’s 10 usability heuristics to a real-world travel site.
- Identify violations affecting navigation, consistency, and feedback.
- Evaluate how layout and information hierarchy impact user comprehension.
- Provide actionable recommendations for improved usability and visual clarity.
Process & Methods
The evaluation followed a structured heuristic review using screenshots and annotated observations.
Steps:
- Selected Amtrak’s main booking flow and supporting pages for analysis.
- Conducted a heuristic evaluation using Nielsen’s 10 principles as a framework.
- Documented each violation with supporting evidence and rationale.
- Noted severity ratings to prioritize recommended improvements.
- Synthesized findings into visual examples with annotated recommendations.
Findings
The analysis revealed several recurring usability issues that disrupted navigation and decision-making.
Key Findings:
- Inconsistent visual hierarchy: Important information like trip details and price was overshadowed by less relevant content.
- Poor error prevention: The interface lacked clear validation or confirmation for critical actions.
- Limited system feedback: Users received minimal response after submitting forms, causing uncertainty.
- Navigation inefficiency: Key actions such as modifying or canceling trips were buried within menus.
Takeaways
This evaluation demonstrated how heuristic analysis can quickly uncover systemic usability issues before user testing begins. The process highlighted the importance of consistency, visibility, and information hierarchy in complex booking systems.
01
Structure Shapes Experience
Strong hierarchy and alignment are essential for intuitive task flow and comprehension.
02
Feedback Builds Confidence
Clear system responses help users feel in control throughout the booking process.
03
Consistency Reduces Cognitive Load
Standardized patterns across forms and menus make navigation predictable and efficient.
04
Early Evaluation Prevents Larger Issues
Heuristic analysis offers fast, evidence-based insights that can guide design improvements early in development.
Reflection
This project reinforced the value of structured evaluation in identifying design flaws efficiently. By applying usability heuristics to Amtrak’s site, I was able to pinpoint inconsistencies that directly affected clarity, trust, and task completion.
The findings showed how methodical analysis not only surfaces usability gaps but also strengthens design rationale for future iterations.
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