02 Potentials & Problems

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

Content

1 Content
2 Personas Overview:
3 User Survey:
4 Heuristics Evaluation:
5 Findings

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

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.

Accessibility
Devices
Features and Functions
Data operations
Notifications
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