This paper is in the following e-collection/theme issue:

Connected Health Conference 2017 (55) CHC17: User-centered design of connected health technologies and applications (14)

Published on in Vol 3, No 1 (2017): CHC Issue

Competitive Usability Study: Ideal Checkout Experience for Prescriptions

Competitive Usability Study: Ideal Checkout Experience for Prescriptions

Competitive Usability Study: Ideal Checkout Experience for Prescriptions

Authors of this article:

Ellie Shuo Jin1 ;   Elizabeth Pratt2 ;   Danielle Smith2
Article Authors Cited by Tweetations Metrics

    Abstract

    1Department of Psychology, College of Liberal Arts, The University of Texas at Austin, Austin, TX, United States

    2Express Scripts, Austin, TX, United States

    Corresponding Author:

    Ellie Shuo Jin, MA

    Department of Psychology

    College of Liberal Arts

    The University of Texas at Austin

    108 E. Dean Keeton Street

    Austin, TX, 78751

    United States

    Phone: 1 3462560

    Email: ellieshuojin@utexas.edu


    Background: What makes for an ideal checkout experience for prescriptions? Due to a variety of factors, including access and convenience, greater percentage of Americans are choosing to complete prescription purchases online.

    Objective: In a nationally representative remote usability study, we compared the online checkout experience between Express Scripts, Amazon, Walgreens, and CVS among maintenance medication takers between ages 21 to 65+ in order to identify the ideal checkout experience for patients.

    Methods: The 24 participants recruited from across the United States completed online checkout of vitamins on Express Scripts, Amazon, Walgreens and CVS through remote screen share.

    Results: Results indicate that usability and appearance play important roles in patients’ judgement of trust and credibility, as well indices of loyalty (eg, likelihood of returning and referral to colleague/friend). Specifically, usability of a website was significant in terms of being positively associated with trust of the website (r=.659, P<.001), and loyalty to the company (r=.707, P<.001).

    Conclusions: Recommendations for improving online checkout highlight opportunities to increase patient satisfaction and overall company revenue.

    iproc 2017;3(1):e42

    doi:10.2196/iproc.8749

    Keywords

    online; prescriptions; user centered design 

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    Edited by T Hale; This is a non–peer-reviewed article. submitted 15.08.17; accepted 25.08.17; published 22.09.17

    Copyright

    ©Ellie Shuo Jin, Elizabeth Pratt, Danielle Smith. Originally published in Iproceedings (http://www.iproc.org), 22.09.2017.

    This is an open-access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work, first published in Iproceedings, is properly cited. The complete bibliographic information, a link to the original publication on http://www.iproc.org/, as well as this copyright and license information must be included.