Using the interface was frustrating for Fiona. The constrained 980px width of the application was strenuous to work with. The multiple-page application refreshed every time she switched pages and tabs.
Fiona also took a long time to enter Tyra’s details, such as allergies, for registration. She also had to cross check to avoid any possible human entry errors, making the task tedious.
Fiona found it challenging every time she was allocated a new patient. Tyra, 29, with multiple sclerosis walked in and approached Fiona at her desk for her doctor visit. Unfortunately, check-in was prolonged when Fiona couldn't easily retrieve her information and instantly know if she was a new or existing patient.
Fiona used the application for a couple - Nancy, 58, suffering from diabetes and lupus and Leo, 63, battling high blood pressure and sleep apnea. The complex CCM interface left her confused, leading to mixed up appointments between the two, and worse, miss the appointments.
Care Coordinators like Fiona struggled with a complex UI resulting in confusion.
The success of a conversational interface lies not only in its functional ease
but in its user-friendliness and aesthetics.