02 Potentials & Problems

Goal: “Discover users feedback about the current UI and identify problems and potentials to treat in the new design guideline“

Personas Overview:

The following list provides an overview of all user personas in openIMIS. All information in the personas are 100% made up and generated.

Role	Name	Location	Age	Background	Goals	Challenges
Enrolment Officer	Fatima Mwanga	Tanzania	32	Social sciences, 5 years in health	Maximize enrolment, improve community awareness	Tech access in remote areas, language barriers
Clerk	Ramesh Gurung	Nepal	28	Office management diploma, 4 years	Maintain accurate records, streamline processing	Application backlog, changing regulations
Accountant	Jean-Paul Ngome	Cameroon	40	Accounting degree, 10 years experience	Accurate financial records, timely reporting	Data reconciliation, resource limitations
Receptionist	Aisha Thapa	Nepal	35	Healthcare management degree, 6 years	Ensure patient access to claim forms, facilitate claims process	High patient volume, ensuring accurate info
Claim Administrator	Ramesh Gurung	Nepal	28	Office management diploma, 4 years	Timely claims submission, improve provider communication	High volume claims, tracking claims status
Medical Officer	Dr. Lila Acharya	Nepal	45	Medical degree, 15 years experience	Ensure claim accuracy, enhance collaboration	Inconsistent info, tight deadlines
Scheme Administrator	Pascal Nguene	Cameroon	38	Public administration degree, 8 years	Smooth scheme operation, provide accurate data	Cumbersome management, data accuracy
openIMIS Administrator	Sara Mbuyu	Tanzania	30	IT background, 5 years in admin	Ensure data security, maintain system reliability	Disruptive updates, user access control

Personas Details:

User Persona 1: Enrolment Officer

Persona: Fatima Mwanga

Location: Tanzania
Age: 32
Gender: Female
Background:
- Fatima has a degree in social sciences and has been working in health services for 5 years.
- She has experience in community outreach and public health initiatives.
Role & Responsibilities:
- Enrolls insurees and submits enrollment forms to health insurance administration.
- Handles policy modifications.
- Collects feedback from scheme patients and submits it to the health insurance administration.
Available Functionality:
- Capture a photo of an insuree.
- Send a photo.
- Inquiry on an insuree.
- Collect feedback from an insuree.
Goals:
- To ensure maximum enrollment of eligible beneficiaries.
- To improve community understanding of health insurance benefits.
Challenges:
- Limited access to technology in remote areas.
- Language barriers with some community members.
Technology Proficiency: Basic to intermediate; comfortable with mobile devices but needs training for advanced software.

Users Feedback Questionaire:

Goal: “Measure the usability of openIMIS and find treatable problems in the UI/UX”

Survey: https://forms.office.com/e/puhURXFd0h (under development!)

Measure the Usability:

To measure the usability we will use the well known System Usability Scale (SUS). We will focus on the all-positive scale from Kortum, P., Acemyan, C. Z., & Oswald, F. L. (2021) rather then the original from Brooke, J. (1986). By asking the related 10 Questions we can get quite fast a measured score.

We will use SUS over Usability Metric for User Experience (UMUX) cause we can get a little more in-depth feedback from users.

Item		Strongly Disagree Strongly Agree
1	I think that I would like to use this system frequently.	1 2 3 4 5
2	I found this system to be simple.	1 2 3 4 5
3	I thought the system was easy to use.	1 2 3 4 5
4	I think I could use this system without the support of a technical person.	1 2 3 4 5
5	I found the various functions in this system were well integrated.	1 2 3 4 5
6	I thought there a lot of consistency in this system.	1 2 3 4 5
7	I would imagine that most people would learn to use this system very quickly.	1 2 3 4 5
8	I found the system very intuitive.	1 2 3 4 5
9	I felt very confident using the system.	1 2 3 4 5
10	I could use the system without having to learn anything new.	1 2 3 4 5

To put that score into a intuitive labeling we will use the one from Bangor, Kortum, & Miller (2009):

SUS Score Range	Adjective
85.59 – 100.00	Best imaginable
72.76 – 85.58	Excellent
52.02 – 72.75	Good
39.18 – 52.01	OK
25.01 – 39.17	Poor
0.00 – 25.00	Worst imaginable

Sources: https://testscience.org/measuring-usability/

Find treatable problems

By knowing the usability score we already can derive some information. But to better know where exactly the users problem with UI and UX are, we will add more openIMIS related open & closed questions. We should consider to not ask to many so that the churn rate will not be to high.

Accessibility
Devices
Features and Functions
Data operations
Notifications
Open Feedback Question

List of Potentials & Problems

“The view should be changed and present all tasks in one view, no collapsible components for each source. Source should be determined through filter. “ - Task List
- https://openimis.atlassian.net/wiki/spaces/OP/pages/3712319497/Proposed+approach+for+Tasks+improvements#Improvements-for-the-UI