Evaluation of usability and user feedback to guide telepharmacy application development in Indonesia: a mixed-methods...

Area of Science:

• Digital Health
• Telepharmacy
• Health Informatics

Background:

• The COVID-19 pandemic accelerated telepharmacy adoption in Indonesia, necessitating user-friendly digital health tools.
• The Tanya Obat application was developed to serve both the public and pharmacists for accessing healthcare services.
• This study focuses on the usability and user feedback of this pioneering telepharmacy application.

Purpose of the Study:

• To evaluate the usability of the Tanya Obat telepharmacy application.
• To gather user feedback from the general population and pharmacists on the application's performance and user-friendliness.
• To identify areas for improvement in the Tanya Obat application.

Main Methods:

• A mixed-methods sequential study design was employed in Bandung City.
• Participants (100 general population, 76 pharmacists) used the Tanya Obat app for one week.
• System Usability Scale questionnaires and thematic analysis of open-ended feedback were utilized.

Main Results:

• The Tanya Obat application demonstrated borderline usability, with mean System Usability Scale scores of 63.4 (general population) and 64.1 (pharmacists).
• User feedback highlighted concerns with feature functionality, visual aesthetics, and the need for bug fixes.
• No significant association was found between participant characteristics and perceived usability (p > 0.05).

Conclusions:

• The perceived usability of the Tanya Obat telepharmacy application is below average.
• Feature optimization is recommended to enhance the application's usability in the Indonesian context.
• Further development is needed to improve user experience and satisfaction.