02 Potentials & Problems

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

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

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

001

Multiple

Date-Picker info missing for birthday input field / photo date in add insuree.

minor

Date pickers – Material Design 3

- “The calendar icon is the exclusive entry point for the date picker.

This improves efficiency for a screen reader and other keyboard users, as it makes interaction with the date picker optional and reduces the amount of key presses required to input a date.”

The user does not know intuitively where to enter a date or where to click to enter the date.

For dates which are more then one or two years before the current date, it is complex to navigate in the picker modal.

1. Add Date-Picker Icons to date inputs

2. For Birthdate change to modal date input

Date pickers – Material Design 3

002

Insurees/Policy

Search existing insuree as head of Family does not respond in a reasonable time. No Spinner or Search button + No information if nothing was found.

Moderate

Does not comply with the “Visibility Heuristic” from Nielsen. Its mentioned “Communicate clearly to users what the system’s state is” as well as “Present feedback to the user as quickly as possible (ideally, immediately).”

The user does not know if the search is working or not. Furthermore, its not possible to recognize what the search triggers. Additionally, the user needs to double-click the suggested insuree.

1. Show that the fields are autocomplete or add tooltip/info

2. Add spinner if search is loading longer

3. Add information if nothing was found

   1. Use one-click for selecting a head insuree from the list

003

Multiple

After selecting save button the screen does not change. It just turns gray.

Major

Does not comply with the “Visibility Heuristic” from Nielsen. Its mentioned “Communicate clearly to users what the system’s state is” as well as “Present feedback to the user as quickly as possible (ideally, immediately).”

Users are confused if the operation they did was successful or not. Usability testing as well as the survey suggested, that the notification bar is not observed by the user. Hence, the user needs to check by themselves if their operation was successful or not.

1. Change from Sidebar notification to a more visible one

2. Redirect the user after hitting the save button to the list of elements

3. Reload and sort the lists after the newest objects. (as most user answered they check again the entry in the list after creating it)

004

All

Reload button as well as reload page has no warning if you really want to reload. By hitting the button accidentally, all inserted data gets lost.

Moderate

Does not comply with the “User Control Heuristc” from Nielsen. As its known that users do perform actions by mistake it should be possible to give them a “emergency exit” to leave the unwanted action.

User needs to retype all inserted data.

1. Adding a modal with the question whether a user really wants to reload the page.

005

Multiple

If a entry is deleted in the list, it will be displayed as gray stripped row. The list itself will not get refreshed afterwards.

Major

Does not comply with the “Visibility Heuristic” from Nielsen. Its mentioned “Communicate clearly to users what the system’s state is” as well as “Present feedback to the user as quickly as possible (ideally, immediately).”

User does not know whether the operation was successful or not. He needs to do an additional click to refresh the list and search for the record.

1. Change from Sidebar notification to a more visible one

2. Reload and sort the lists after the newest objects. (as most user answered they check again the entry in the list after creating it)

006

Multiple

Only some small amount of input-fields are needed but a lot more input-fields are shown on several forms (e.g. Add Family

Moderate

Does not comply with the “Aesthetic and Minimalist Design Heuristic” from Nielsen. “User interfaces should be simplified as much as possible, since
every additional feature or item of information on a screen is one
more thing to learn, one more thing to possibly misunderstand,
and one more thing to search through when looking for the thing
you want.”

Possibility to misunderstand an input-field is much higher. Also the frustration of a user increases. The required fields are not that easy to recognize anymore thats why the user will need more time to fill out the form.

1. Put required fields together

2. Check which information is really important and leave them on the screen

3. Categorize the input-fields and organize them into containers

4. Maybe change to a Wizard rather then a large form

007

Family/Groups

User hast to scroll through all lists in a Family/Group even though he just wants to add/change one information (ex. Policies)

Moderate

Does not comply with the “Aesthetic and Minimalist Design Heuristic” from Nielsen. “User interfaces should be simplified as much as possible, since
every additional feature or item of information on a screen is one
more thing to learn, one more thing to possibly misunderstand,
and one more thing to search through when looking for the thing
you want.”

User gets to see 4 lists with different information. Each list itself has many columns. Only the empty lists do have 48 information label or controls which makes the page hard to read and not easy to find the needed data.

Open

1. Only show the lists if there is data inside.

2. If there is no Policy, then Contributions and Payments could be hidden

3. Change from “add” buttons in every list to one “add” button which follows a selection to choose either policy, member, contribution or payment.

4. After adding something change the “Add” button to the “Save” button.

008

All

Undo and Redo are not fully supported

Minor

Does not comply with the “User Control Heuristc” from Nielsen. As its known that users do perform actions by mistake it should be possible to give them a “emergency exit” to leave the unwanted action.

User cannot handle actions done by mistake.

1. Fully support undo/redo action

009

Family/Group

Reload button does not clear all values

Bug

-

Values will be kept in the input fields and submitted with the next save action.

1. Bugfix

010

All

User controls are shown in the list rather then labels. The controls are read-only but they look like a possible interaction for the user. Furthermore, it is not possible to select the data entry through a control. The user needs to navigate to another area in that list entry.

Moderate

Does not comply with “Consistency and Standards Heuristics”

“Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.”

User do not know whether they can change information directly in list entries or not. As in some modules it is possible to change a status of a entry right in the list (e.g Claim), in other it is not possible (e.g Families, poverty status).

User needs to find out by themselves whether a control is clickable or not.

1. Decide for one constant solution of changing existing entries (in list or as dedicated page)

2. Remove controls from lists and add informative labels

3. Put the action buttons together as they are the secondary information in the list entry. Lists – Material Design 3

4. Only show the buttons by hovering over the list entry or after one is selected

011

All

The selection of list entries is only indicated by the change of the background. Multiple selected entries are shown in the header. To find the selected ones, the background of each entry must be checked.

Moderate

Does not comply with “Accessibility Standards” from Material UI. There it is defined, that a selector (checkbox, Radio Box) needs to indicate, whether a entry is selected or not.Lists – Material Design 3

Does not comply with “Consistency and Standards Heuristics”

“Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.”

User needs to recognize the selected entries. Users are used to have the selection via a selector like checkbox or radio box through other web applications. Jakob's Law of Internet User Experience (2 min. video) (Video)

1. Add selector to the list entries (like Moldavia installation)

012

All

No Validation of input fields given

Major

Does not comply with “Error Prevention Heuristic”

“Good error messages are important, but the best designs carefully prevent problems from occurring in the first place. Either eliminate error-prone conditions, or check for them and present users with a confirmation option before they commit to the action.”

If a user adds a not valid value into the input field and saves the change, then it can lead to a failure in the backend/DB and the user gets a error message. Hence, he needs to redo the operation, still without knowing what are the allowed values for the input field

1. Add placeholder texts inside the inputs showing the user the syntax of the expected value

2. Add Validation to critical fields

013

Multiple

Change the order of the input fields for the “Location”. As some of the fields (Municipal, District and Region) have an autocomplete function, they should follow after the input with the lowest hierarchic level (Village)

Minor

Does not comply with “Flexibility and Efficiency of Use Heuristic”

“Shortcuts — hidden from novice users — may speed up the interaction for the expert user so that the design can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.“

Observation of user in usability test. Mentioned by user as “trick to operate faster”.

The user would be faster in adding the location by only entering the village and let the other fields be autocompleted.

1. Change the order of the location inputs, starting with the lowest hierarchy

014

Family/Groups

A lot of information is shown double times. Family head is shown in header, Family Details and Insurees detail list.

Moderate

Does not comply with the “Aesthetic and Minimalist Design Heuristic” from Nielsen. “User interfaces should be simplified as much as possible, since
every additional feature or item of information on a screen is one
more thing to learn, one more thing to possibly misunderstand,
and one more thing to search through when looking for the thing
you want.”

User has to oversee a lot of duplicate information which makes it harder to find the needed data.

1. Simplify user interfaces, so that information is not shown multiple times at several places in the user interface.

015

All

Missing Tooltips and help texts for some buttons and controls.

Moderate

Does not comply with the “Help and Documentation Heuristic”

“It’s best if the system doesn’t need any additional explanation. However, it may be necessary to provide documentation to help users understand how to complete their tasks.”

The user can not find additional information for controls and buttons and therefore does not know the intended usage of them. Hence, no self-supporting is possible and the user needs to ask a system specialist.

1. Add missing Tooltips at needed controls and buttons (e.g. magnifying glass in insuree list)

2. Add missing help texts

016

Insuree

After adding an insuree to a existing family and changing his/her Address, the next time if you open the insuree, the Checkbox “Same Address” is ticked and the entry “Address” hidden. Same for “Village”

Bug

-

Different address of insurees will not be shown to user

1. Bugfix

017

Insuree

If you want to add a insuree from the list of all insurees then it randomly picks a (uses cached) existing family/group for you. The insuree will therefore be added to the wrong family.

Bug

-

With that implementation it is not possible to add an insuree with a specific family over the “add” button in the Insuree list.

1. Bugfix

2. Let user choose the correct family after clicking the “add” button

018

Insuree

Once a Photo Officer was inserted and afterwards removed, then the list of Officers is not going to be provided anymore. The Search needs then a manual input.

Bug

-

User is blocked cause cannot select needed information

1. Bugfix

019

Insuree

After choosing a Relationship in the add insuree, the field adds a magnifying glass to the result. This indicates it would act as a search. Same for Profession, Education.

Minor

The Search Control is used as a usual Dropdown element. Hence, some functions of a Dropdown are available and some from a search control.

User does not know how to use the control correctly. As a search and typing characters or as a Dropdown and selecting a value from the list.

1. Decide which control would be better suitable

2. Implement the needed control consequently

020

Multiple

Needed double click for choosing an element in the list.

Moderate

Does not comply with “Consistency and Standards Heuristics”

“Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.”

Usually a List elements open a details page by one-click. Therefore the user expects to get redirected to the details page instead of having the entry just selected

1. Set one-click event to redirect to details page

2. Delete double-click actions

021

Policies

Policy can only be added from Family-Page and not as usual from the list of Policies

Minor

Does not comply with “Consistency and Standards Heuristics”

“Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.”

User would expect that the add button for policies is also shown in the list of policies like in “Family/Group” or “Insuree” lists.

1. Add the “Add” Button to the list of policies

2. Ask for the family after clicking the “Add Button”

022

Policies

In Policy details the “Open Family” Button is displayed on the other side than all other buttons as usually.

Minor

Does not comply with “Consistency and Standards Heuristics”

“Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.”

User would search the button floating on the right side, as all other buttons do in the grid header

1. Change Buttons position to float on the right side.

023

All

Notifications after the asynchronous job are hard to find/recognize. The Notifications do not have links to the elements or a detailed error description.

Major

Does not comply with “Error Prevention Heuristic”

“Good error messages are important, but the best designs carefully prevent problems from occurring in the first place. Either eliminate error-prone conditions, or check for them and present users with a confirmation option before they commit to the action.”

The user does not know how to solve the shown error message or if it was successful the user is not able to locate the notification

1. Change to Toasts like in “Voucher” Module

2. Add links and more explainable texts to the error message

024

Claims

Search Form for Claims is too intense. There are too many possible fields without a distribution into several “search topics” or similar. Preset search filters are getting lost by the mass of fields (example “Claim Status”).

Moderate

Does not comply with the “Aesthetic and Minimalist Design Heuristic” from Nielsen. “User interfaces should be simplified as much as possible, since
every additional feature or item of information on a screen is one
more thing to learn, one more thing to possibly misunderstand,
and one more thing to search through when looking for the thing
you want.”

Important preset search options are not easy to recognize. User wants to look at the result of the search, but as the search panel needs the main size of the screen

1. Do not add all possible fields to the search

2. Group the search fields into logical topics

025

Claims

Policy information in Claims are Red if inactive. This Text is the only “negative indicated” text in openIMIS with a red font color. The red color differ from the one in the status notification bar.

Minor

Does not comply with the “Aesthetic and Minimalist Design Heuristic” from Nielsen. “User interfaces should be simplified as much as possible, since
every additional feature or item of information on a screen is one
more thing to learn, one more thing to possibly misunderstand,
and one more thing to search through when looking for the thing
you want.”

User has to deal with a new, colorized information. The color is hard to read with the background of the application.

1. Highlight the information differently.

026

Family/Group

If you are not familiar with openIMIS it is hard to find the correct page/form to add a new family or group.

Moderate

Does not comply with the “Recognition Rather than Recall Heuristic”

“Minimize the user's memory load by making elements, actions, and options visible. The user should not have to remember information from one part of the interface to another. Information required to use the design (e.g. field labels or menu items) should be visible or easily retrievable when needed.“

Users might be confused to work with openIMIS for the first time. Acceptance of the usage of openIMIS could drop.

1. Create fast access buttons for the mainly used functions in the Homescreen of openIMIS

2. Make the Family/Group page more visible/accessible to the user

027

Claim

At some point openIMIS does use cached data from the search fields. E.g. if you want to enter a second claim, it already allows you to push the “Add” Button even though there is no Claim-Administrator entered into the search field.

Moderate

Does not comply with “Consistency and Standards Heuristics”

“Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.”

User will maybe not recognize that the data will be used from the cache and therefore enter the wrong e.g. Claim-Admin.

As the search field “Claim Admin.” will be empty after adding the first claim, the user will not have any information which User is going to be used for the next claim.

1. Add the selected Claim-Admin into the search field after the first Claim added

2. Make the user aware of, that openIMIS will use that cached data for the next “Add” action

028

Claim

After saving a claim this second button is shown to the user. The icon indicates a refresh but it is used as “add new claim”.

Moderate

Does not comply with “Consistency and Standards Heuristics”

“Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.”

Only one action button should be used for primary actions FAB – Material Design 3

User could misunderstand the button and think they still edit the same claim, just with a refreshed Formular.

1. Change the icon

2. Do not show the button here as it is inconsistent with all other modules where you cannot add more entries through the same screen

3. Only show one primary action button

029

All

Buttons inside the header of a Grid were not recognized during the usability testing. E.g. to start a search, user clicked on the “sorting arrow” inside the list header to refresh the list rather then using the magnifying glass on the top right.

Moderate

Does not comply with “Consistency and Standards Heuristics”

“Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform and industry conventions.”

User could misuse the system and therefore create more errors while their confidence of using the system is going to decrease.

1. Change button design and placement in search

2. Change search design to a much lighter and good overlooking one

030

Claim

While reviewing a claim it is hard to find the reason why a claim was, for example rejected. There is only a number shown, which will provide further information if the user hovers over it

Minor

Does not comply with the “Recognition Rather than Recall Heuristic”

“Minimize the user's memory load by making elements, actions, and options visible. The user should not have to remember information from one part of the interface to another. Information required to use the design (e.g. field labels or menu items) should be visible or easily retrievable when needed.“

User does not know the reason of rejection only by a number. They need to have a training and also thinking every time where to click/hover to get the reason as text.

1. Change to Text or make the user aware that they can get further information if they navigate to the number shown