A influência das heurísticas de usabilidade de Nielsen na experiência do usuário durante a finalização de compras em um sistema web

Abstract

This study investigated how user experience influences the checkout process in digital environments. Two interface versions of a system developed for an ice cream shop were compared: one created based on Nielsen’s usability heuristics and another without the application of these heuristics. The research was characterized as exploratory and descriptive, with a quali-quantitative approach. The non-probabilistic convenience sample consisted of 127 students from the Bachelor's Degree in Information Systems and the Technical Course in Informatics at IFMG – São João Evangelista Campus. Data collection took place in 2026. Prior to using the interfaces, participants were informed that the study would evaluate both versions of the system and formalized their participation by signing the Informed Consent Form (ICF). After interacting with one of the versions, each participant answered a structured questionnaire. Data were analyzed through response tabulation, frequency and percentage comparisons between groups, and the interpretation of recorded perceptions. The results showed higher percentages for the version developed based on heuristics across all evaluated dimensions. It was concluded that the application of usability heuristics positively influenced task comprehension, error prevention, and participants' perceptions throughout the purchasing process.