Usability Optimization of National Health Insurance Express App

Abstract

In Taiwan, the National Health Insurance Department has promoted the PHR “ National Health Insurance Express App, “downloaded 7.3 million times widely used by the public. However, with the mass demand of the public, the interface design and operability seem not good. To understand the experience and problems encountered by the first-time users of the National Health Insurance Express APP. We used the semi-structured interview method and usability scale to know the ranking of preference for functions and the evaluation of interfaces. We found that the most favorite function of the NHIE APP was medical records and medication records, followed by the location query of medical institutions. The core of SUS belonged to the scope of the unacceptable. Through this study, the operation behavior of the APP is understood, summarized, and quantified. “Word narrative”, “operation”, “functional classification”, and “consistent visual style” all need to be optimized. The suggestions are given to help with subsequent development optimization.