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51. Usability and Acceptance of Check-In Kiosks: An Illustration of Nimble Evaluation Methods and Recommendations for Health Kiosk Deployments
DescriptionFirst impressions often shape user experience. Check-in kiosks at outpatient locations can significantly impact patient experience and staff workflows. Studying them in live environments is, however, challenging and has seldom been reported.
We used nimble evaluation methods to assess the usability and acceptance of check-in kiosks piloted at an outpatient lab to inform future deployments.
We conducted 4 observations and interacted with 28 patients (semi-structured interviews and oral surveys) and 12 staff members (contextual inquiry, semi-structured interviews). We also collected front desk and kiosk check-in timings.
Despite high kiosk usability, multiple factors impacted patient and staff experience, including person (e.g., habits, language), environment (e.g., suboptimal placement due to electrical sockets) and organizational (limited staff training) factors.
We reflect on the use of nimble evaluation methods and provide recommendations for health kiosk deployments, such as offering a fallback check-in method for people who cannot or do not want to use kiosks.
Event Type
Poster
TimeWednesday, September 11th5:30pm - 6:30pm MST
LocationMcArthur Ballroom
Tracks
Aerospace Systems
Cognitive Engineering & Decision Making
Computer Systems
Forensics Professional
Health Care
Human Performance Modeling
Individual Differences in Performance
Perception and Performance
Product Design
Safety
Training
Usability and System Evaluation
Extended Reality