Evaluation of Usability of E-Commerce Websites in Pakistan Using System Usability Scale and Heuristics Methods

Online shopping platforms “Draz.pk,” “Homesopping.pk,” and “Telemart.pk,” were the most often used online stores in Pakistan. E-commerce platforms have not achieved their complete objectives, because they are faced with many usability issues. It is recommended that an evaluation of the usability of e-commerce platforms should be explored through different usability scales. This research study evaluates the usability of e-commerce platforms in Pakistan. In this research study, three e-commerce platforms were selected for usability evaluation. For this purpose total of 15 users were selected and performed the System Usability Scale method of assessing the usability. The result of the System Usability Scale method indicated usability of the “Homesopping.pk” and “Telemart.pk” was less than below 70%, which indicated that these websites need to improve the user interface. Five expert evaluators were also selected for Heuristic evaluation to perform on “Homesopping.pk” to find out the usability issues.