TY  - JOUR
AU  - Jin, Ellie Shuo
AU  - Pratt, Elizabeth
AU  - Smith, Danielle
PY  - 2017
DA  - 2017/09/22
TI  - Competitive Usability Study: Ideal Checkout Experience for Prescriptions
JO  - iproc
SP  - e42
VL  - 3
IS  - 1
KW  - online
KW  - prescriptions
KW  - user centered design
AB  - 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. 
SN  - 2369-6893
UR  - http://www.iproc.org/2017/1/e42/
UR  - https://doi.org/10.2196/iproc.8749
DO  - 10.2196/iproc.8749
ID  - info:doi/10.2196/iproc.8749
ER  -