Heuristic Evaluation of Optical and Optometry Franchise Websites

The aim of this research is to determine the degree of quality, stated in terms of interactivity and usability, of websites from Spanish franchises in the field of Optics and Optometry. For this purpose, all the existing bibliography was checked and the concept of interactivity and usability in websites was also defined. Besides, a series of indicators (Nielsen) were chosen which enabled us to set up parameters to measure the level of interactivity. The objective public for the franchise company was outlined and hence the analysis of websites of companies from the Optical and Optometry sector was carried out. The techniques of analysis used were those which limit observation to a single moment in time with the aim of describing the present situation. The objective was to determine whether the websites are being designed, and therefore used, as corporate catalogues or else, they favour the participation of possible users (customers, current franchisers and potential franchise-holders) thus establishing a feed-back process by means of which the addressees play an active role. As a final conclusion, the hypothesis of the research is corroborated and it can be stated that websites of franchises from the Optical and Optometry sector are not designed offering a high degree in interactivity and accesibility in communication through the Internet with their different objective publics. The possible advantages of the Internet are wasted by a low level of interaction. Our research team is in favour of a higher interactivity level which corresponds to that in which a marketing and communication strategy of the franchise may offer added value to the brand and could let the contributions of customers, franchisers and potential franchise holders be taken into account.