KLI’s extensive experience with customer experience evaluations gives KLI a unique understanding into comparative strengths and weaknesses of websites and software applications.  KLI offers an independent review of your site, free from biases and based purely on what is best for your end-users/customers.

KLI uses over 200 research-based guidelines complied on usability.gov plus additional industry guidelines gathered through our syndicated studies to create a customized scorecard of your site.

The process is typically as follows:

1. Evaluators will run through the site once to obtain general familiarity with functionality and features.
2. Then evaluators will go through the site /application a second time applying the heuristics based on a pre-determined number of scenarios.
3. Each evaluator will review each guideline and independently give a rating of did not meet, somewhat met, met, or not applicable (N/A).
4. The lead evaluator will then combine problems and removes duplicates.
5. Evaluators will then review combined list individually and assign severity ratings.
6. Lead evaluator averages ratings and ranks problems by severity using “Relative Importance” and “Strength of Evidence” ratings of each of the heuristics.
7. Lead evaluator looks for patterns and recommends solutions based on common design problems.
8. KLI delivers a detailed report typically 40-60 pages long that includes an executive summary, top findings and recommendations, and detailed findings usually complemented by a conference call or on-site presentation of the top findings.

KLI suggests 2-3 evaluators for any site review.  This independent third-party review is effective especially for teams that have had an internal team create the designs and review them in the past.  Also,  KLI can use this methodology to do a competitive assessment against your competitors and scorecard accordingly.