Heuristic Evaluation
A usability inspection method where experts judge an AI system against established usability principles to identify potential issues.
A human-centered design technique in which UX experts systematically review an AI interface (dashboards, chatbots) against usability heuristics (visibility of system status, match between system and real world, error prevention). The goal is to uncover usability and trust issues early. Governance integrates heuristic evaluation into design sprints, tracks remediation of findings, and measures downstream metrics (task success, user satisfaction) post-launch.
A banking app’s AI-chatbot interface undergoes heuristic evaluation by usability experts: they identify that the bot’s error messages are vague (“I don’t understand”) and recommend clearer prompts (“Sorry, I can’t handle loan-status inquiries yet - please type ‘help’ for options”). After revisions, customer-query resolution rates improve by 20%.
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