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The following list provides an overview of all user personas in openIMIS. All information in the personas are 100% made up and generated. The following details from the User manual were used to generate the personas: https://openimis.atlassian.net/wiki/x/4wAA2
Role
Name
Location
Age
Background
Goals
Challenges
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:
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.
Persona: Ramesh Gurung Location: Nepal Age: 28 Gender: Male Background: Ramesh has a diploma in office management and has been a clerk for 4 years. He has experience working with local government offices. Role & Responsibilities: Enters and modifies data on families, insurees, policies, and contributions. Enters data on claims if the claims are submitted in a paper form. Available Functionality: Creation, search, modification, deletion, and modification of a household/group, an insuree, a policy, or a contribution. Renewal of a policy. Entry of a claim. Goals: To maintain accurate and up-to-date records. To streamline application processing for better efficiency. Challenges: High volume of applications leading to backlog. Frequent changes in regulations affecting documentation requirements. Technology Proficiency: Intermediate; familiar with database management but struggles with complex software features.
Persona: Jean-Paul Ngome Location: Cameroon Age: 40 Gender: Male Background: Jean-Paul has a Bachelor’s degree in Accounting and has 10 years of experience in financial management. He has worked in both the public and private sectors. Role & Responsibilities: Transfers data on collected contributions to an external accounting system. Calculates claim amounts per health facility. Runs openIMIS operational reports and presents claims decision overview to management. Processes approved claims to health facility sub-accounts. Available Functionality: Transfer of data on contributions to accounting system. Valuation of a claim. Transfer of a batch of claims for payment. Goals: To maintain accurate financial records for the organization. To ensure timely and accurate reporting for stakeholders. Challenges: Difficulty in reconciling data from different sources. Limited resources for financial training and development. Technology Proficiency: Advanced; skilled in financial software and data analysis tools.
Persona: Aisha Thapa Location: Nepal Age: 35 Gender: Female Background: Aisha has a degree in healthcare management and has 6 years of experience in patient services and claims processing. She has previously worked in a hospital setting, assisting patients with insurance claims. Role & Responsibilities: Verifies membership and issues claim forms to patients. Available Functionality: Inquiring on a household/group, insuree, and policy. Goals: To ensure all patients have access to the necessary claim forms and information. To facilitate a smooth claims process for patients. Challenges: Managing high patient volumes during peak hours. Ensuring accurate information is communicated to patients regarding their claims. Technology Proficiency: Intermediate; comfortable with patient management systems but needs training on new software.
Persona: Ramesh Gurung Location: Nepal Age: 28 Gender: Male Background: Ramesh has a diploma in office management and has been a claims administrator for 4 years, focusing on health facilities. Role & Responsibilities: Pools claim forms from health facilities and enters and submits claims. Available Functionality: Opening a batch of claims. Entry of a claim. Goals: To ensure timely and accurate submission of claims from health facilities. To improve communication with healthcare providers regarding claims processing. Challenges: High volume of claims leading to potential errors or delays. Difficulty tracking the status of multiple claims at once. Technology Proficiency: Intermediate; experienced with claims processing software but can benefit from additional training on openIMIS.
Persona: Dr. Lila Acharya Location: Nepal Age: 45 Gender: Female Background: Dr. Acharya has a medical degree and has been practicing for over 15 years. She has experience in public health and claims verification. Role & Responsibilities: Provides technical advice on claims verification from a medical standpoint. Available Functionality: Checking of a claim for plausibility. Review of a claim. Authorize a claim for payment. Goals: To ensure the accuracy and legitimacy of claims. To enhance collaboration between healthcare providers and insurers. Challenges: Inconsistent information from different healthcare facilities. High-pressure environment with tight deadlines. Technology Proficiency: Advanced; experienced with medical software and claims processing systems.Users Feedback Questionaire:
Persona: Pascal Nguene Location: Cameroon Age: 38 Gender: Male Background: Pascal has a degree in public administration and has worked in health scheme administration for 8 years. Role & Responsibilities: Administers registers (all except the register of users). Available Functionality: Administer registers (officers, payers, health facilities, medical services, medical items, medical item price lists, medical services price list, products). Extract creation for off-line health facilities. Goals: To ensure the smooth operation of the health insurance scheme. To provide accurate data for decision-making. Challenges: Managing multiple registers can be cumbersome. Ensuring data accuracy and integrity. Technology Proficiency: Intermediate; comfortable with administrative software but needs training on advanced features.
Persona: Sara Mbuyu Location: Tanzania Age: 30 Gender: Female Background: Sara has a background in information technology and has worked in system administration for 5 years. Role & Responsibilities: Administers operations of the IMIS. Responsible for backups of data. Available Functionality: Administer the register of users and utilities. Manage backup, restore, and updates. Extract creation for off-line health facilities. Goals: To ensure data security and system reliability. To maintain seamless operations of the openIMIS system. Challenges: Handling system updates can disrupt operations. Ensuring user access control while maintaining security. Technology Proficiency: Advanced; highly skilled in system administration and database management.
User Survey:
Goal: “Measure the usability of openIMIS and find treatable problems in the UI/UX”
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
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):
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.
