Cognitive Walkthroughs

Cognitive walkthroughs are a proven, expert-based method for the systematic evaluation of digital user interfaces - with a special focus on the cognitive processes of inexperienced users. In contrast to heuristic evaluation, which is based on general usability principles, the cognitive walkthrough follows a task-oriented approach: experts check step by step whether a typical user could perform a certain task intuitively and without outside help.

The aim of this method is to uncover weak points in user guidance, ambiguities in interactions or missing feedback at an early stage - ideally in the prototype phase before user tests with real people take place.

How Does a Cognitive Walkthrough Work?

The method follows a clearly structured sequence:

1. Definition of target group and tasks The first step is to determine which persona (e.g. a new customer with no prior technical knowledge) is to be examined. Typical tasks are selected, such as: “Register a customer account” or “Add an item to the shopping cart in the online store”.

2. Description of the target action sequence The steps required to achieve the objective are documented for each task. These ideal paths serve as a reference for later evaluation.

3. Step-by-step analysis by experts A systematic check is now carried out for each action step:

   • Is the goal recognizable to the user at this point?
   • Does she know what action is required?
   • Is the corresponding interaction easy to find on the interface?
   • Does she receive comprehensible feedback after the action?

Example: A user wants to change her password. Does she immediately recognize on the profile page that this option is hidden behind the cogwheel symbol? Is the label clearly formulated? Is there a clear confirmation after the change, such as “Your password has been successfully updated”?

4. Documentation of problems All points at which the chain of action is interrupted are noted - including a description of the problem, suspected cause and possible ideas for improvement.

Typical Questions in Practical Applications

In the analysis phase, experts are guided by key questions such as:

• Does the user immediately recognize what they can or should do at this point?
• Is it clear which interface element it has to use for this?
• Does the interface conform to expectations (e.g. does a “Back” button follow the usual positioning)?
• Is it clear after an action whether it was successful or not?

These questions help to focus specifically on mental models, orientation and feedback processes - particularly relevant for users who are using the system for the first time.

Practical Example: Onboarding in a Banking App

A UX team analyzes the onboarding of a new mobile banking app. A typical task is: “Open a new savings account.” In the walkthrough, it becomes clear that the “Add product” label is incomprehensible to many users. There is also a lack of visual feedback after opening an account - users end up on the dashboard without comment. The experts recommend a renaming (“Open new account”) and a short confirmation message (“Your savings account has been set up - start now”).

Advantages

Cognitive walkthroughs are particularly useful when…

• the product is aimed at first-time users or complex use cases,
• in early design phases no user data is yet available, but an initial UX evaluation should nevertheless be carried out,
• certain tasks are particularly critical - e.g. a payment, a security dialog or a closing process.

They can be carried out quickly, do not require test subjects and generate structured, action-oriented findings.

Limitations and Recommendations

A central point of criticism concerns the subjectivity of the assessments: Experts judge what is “understandable” or “recognizable” from their perspective. It is therefore advisable to carry out cognitive walkthroughs in a team and to compare different perspectives.

The method does not replace real usability tests, but provides a well-founded pre-selection of critical points and is ideal as preparation for user studies or as a supplementary tool for heuristic evaluation.

Conclusion

Cognitive walkthroughs are a economical and at the same time cognitively sound method for testing the comprehensibility and learnability of digital interfaces. They make mental stumbling blocks visible before real users interact with the system - and thus make an important contribution to preventive usability assurance.

Last modified: 17 June 2025