Análise da usabilidade do aplicativo Viaje Guanabara utilizando avaliação heurística e o modelo MALTU

Abstract

Usability is a fundamental factor for the quality of user experience in mobile applications, especially in systems focused on service purchases, such as transportation apps. This study presents an analysis of the usability of the Viaje Guanabara app, aiming to understand whether user perceptions, expressed in comments on the Play Store, are reflected in the results of a heuristic evaluation. To this end, both Heuristic Evaluation and the MALTU method were employed, the latter based on the analysis of spontaneous comments posted by users on Social Systems. The application of these methods and the subsequent comparison of their results allowed the identification of issues related to the interface, visual consistency, clarity of information, and recurring technical problems reported by users. The results indicate that usability deficiencies can compromise both the efficiency of the user experience and user satisfaction, reinforcing the importance of continuous evaluation and refinement of digital interfaces. This study concludes that the adoption of good design practices, combined with the use of complementary evaluation methods, is essential for the development of more intuitive, reliable applications aligned with user expectations, also contributing to future research in mobile application usability.