Assessment of Usability in Health Referral Queue Systems: A Business Process Model and Nielsen Heuristics Analysis

Abstract

This paper presents a comprehensive assessment of the usability in health referral queue systems through the lens of a public health management problem. To tackle the challenges encountered in Ibia, Minas Gerais, Brazil, a pioneering solution named the “Fila de Encaminhamento de Especialidades Médicas de Ibiá” (FEEMI) was devised, translating to the “Referral Queue for Medical Specialties in Ibiá” in English. The study involved the modeling of the existing manual health management process using Business Process Model and Notation (BPMN). A comparative analysis between the manual and automated processes revealed a significant reduction in manual tasks, from all 16 to merely 5, including crucial aspects such as medical exams and patient treatment. The FEEMI system successfully automated 10 tasks, streamlining health processes and enhancing overall efficiency. The system underwent rigorous testing, including unit tests and usability assessments based on Nielsen heuristics. The results indicated the robust functionality of the FEEMI system, ensuring error-free execution of critical functionalities and showcasing its resilience in handling potential issues. For patients, the FEEMI system introduces a new paradigm, offering improved quality of life and heightened security in health management processes.

Received: 23 November 2023 | Revised: 17 January 2024 | Accepted: 6 February 2024 

Conflicts of Interest

The authors declare that they have no conflicts of interest to this work.

Data Availability Statement

Data sharing is not applicable to this article as no new data were created or analyzed in this study.