Barriers and Enablers to the Implementation of Intelligent Guidance Systems for Patients in Chinese Tertiary Transfer Hospitals: Usability Evaluation
Barriers and Enablers to the Implementation of Intelligent Guidance Systems for Patients in Chinese Tertiary Transfer Hospitals: Usability Evaluation
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DOI：
10.1109/tem.2021.3066564
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发表时间：
2021-04-13
影响因子：
5.8
通讯作者：
Shen, Lining
中科院分区：
文献类型：
--
作者：
Cao, Hengkui;Zhang, Zhiguo;Shen, Lining
自21世纪初以来，信息系统在中国的医院中得到了广泛应用，改变了流程管理方式，提高了客户满意度，增强了业务竞争力。患者智能引导系统（IGSP）使用人工智能模拟人形特征，帮助患者寻找道路，获得医疗指导，咨询和其他医疗服务，并可以改善医院访问之前，期间和之后的用户体验。然而，尽管它们被广泛采用，但对此类系统的可用性研究却很少。到目前为止，还没有实际的或标准化的测量系统的可用性，导致困难的检查，维护和服务过程。在这篇文章中，我们的目标是确定IGSP的可用性不足，并了解各种因素如何影响用户满意度在其使用过程中。我们采用ISO 9241 -11：2018标准中规定的要求，使用两种检查方法，由三名专家和346名有效的最终用户进行检查。首先，一个启发式评估方法来检测可用性问题，并证明违反尼尔森的十大启发式原则。第二，系统可用性量表被用来评估参与者对IGSP的满意度。最后，进行方差分析和多元线性回归分析，以建立用户满意度和特征之间的相关性。结果表明，共有78个问题违反了启发式原则169次。这些被分为五类：语音交互，院内导航，医疗咨询，交互界面设计和杂项。这篇文章有助于现有的文献在医疗机构的新技术，证明IGSP可以提高客户满意度在医院就诊。
Since the early 2000s, information systems have been widely employed across hospitals in China, changing the way in which the processes are managed, improving customer satisfaction and strengthening business competence. Intelligent guidance systems for patients (IGSP), which resemble humanoid characteristics using artificial intelligence, assist patients in wayfinding, obtaining medical guidance, consultations, and other medical services, and can improve user experiences before, during, and after hospital visits. However, despite their widespread adoption, usability studies on such systems are scarce. To date, there is no practical or standardized measurement for system usability, leading to difficult inspection, maintenance, and servicing processes. In this article, we aim to determine the usability deficiency of IGSP and understand how various factors influence user satisfaction during their use. We employ the requirements set out in the ISO9241-11:2018 standard using two inspection methods with three experts and 346 valid end-users. First, a heuristic evaluation method is employed to detect usability problems and to demonstrate the violations of Nielsen's ten heuristic principles. Second, a system usability scale is applied to evaluate participants' satisfaction toward IGSP. Finally, the analysis of variance tests and multiple linear regression analyses is performed to establish the correlations between the user satisfaction and characteristics. The results show that a total of 78 problems violated the heuristic principles 169 times. These are divided into five categories: voice interaction, in-hospital navigation, medical consultation, interactive interface design, and miscellaneous. This article contributes to the existing literature on new technologies in healthcare organizations, demonstrating that IGSP can improve customer satisfaction during hospital visits.