Heuristic-based user interface evaluation of the mobile centralized doctor appointment system

Abstract

Purpose This study aims to evaluate the interface of the mobile Centralized Doctor Appointment System (CDAS), the largest mobile e-government health application developed in Turkey to allow citizens to make medical appointments at public hospitals. Design/methodology/approach A total of 40 information systems engineers took part in the study. The evaluation process was mainly based on Nielsen’s heuristics. The data obtained in the evaluation process were enriched using system usability scale to conduct a more detailed analysis. Findings Based on the findings, problems related to the usability of the evaluated mobile health application were identified. The most violated heuristic items were found to be “error prevention” and “user control and freedom”, whereas the least violated heuristic item was “consistency and standards”. The participants generally categorized the usability problems they identified as “minor” or “major” according to their severity. Originality/value As a developing country, Turkey has made considerable investment in mobile e-government applications in recent years. It is equally important that mobile e-government services provided by public institutions have features that make these applications effective, efficient and satisfying for citizens. Therefore, the usability of mobile health applications in government services needs to be researched to improve their effectiveness and guide authorities, practitioners and designers.