@Article{info:doi/10.2196/iproc.8749,
author="Jin, Ellie Shuo
and Pratt, Elizabeth
and Smith, Danielle",
title="Competitive Usability Study: Ideal Checkout Experience for Prescriptions",
journal="iproc",
year="2017",
month="Sep",
day="22",
volume="3",
number="1",
pages="e42",
keywords="online; prescriptions; user centered design",
abstract="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. ",
issn="2369-6893",
doi="10.2196/iproc.8749",
url="http://www.iproc.org/2017/1/e42/",
url="https://doi.org/10.2196/iproc.8749"
}