02 Potentials & Problems

 

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

Content

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. 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.

User Survey:

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

Survey: https://forms.office.com/e/puhURXFd0h

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

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

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

SUS Score Range

Adjective

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: 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.

  1. Accessibility

  2. Devices

  3. Features and Functions

  4. Data operations

  5. Notifications

  6. Open Feedback Question

Heuristics Evaluation:

For the evaluation of the user experience as well as the user interface, we are going to use Nielsens 10 heuristics. (https://dl.acm.org/doi/book/10.5555/2821575 ).

The evaluation will focus on the following features of openIMIS:

Findings

FID

Module

Finding Description

Severity Level