The Impact of Application System Messages on the Usability of Healthcare Software Applications

The quality and impact of application system messages (ASMs) is an important yet neglected area of human computer interaction (HCI) in healthcare. Complex, technical, uninformative ASMs contribute towards user frustration, lack of acceptance, may lead to interruptions in healthcare workflow, and impact patient safety. ASMs refer to messages displayed within a software application and includes error messages, alerts, reminders and exception technical error messages. We report on a usability evaluation and users' attitudes to system messages in order to inform recommendations for ASM design. A descriptive two part study incorporates a questionnaire and a system usability evaluation of 23 error messages, sourced from four healthcare software applications. The majority of participants (56%) indicate that constructive advice within ASMs is insufficient and 48% experience an interruption to workflow as a consequence of the delivery and display of ASMs. Messages evaluated are explicit (95%) and visible (90%) while consistency (68%) and politeness (48%) could be improved. The ASMs encountered lack constructive advice (32%), are imprecise (23%) and do not attempt to reduce workload. All respondents agree that there is a need for system consistency and 92% have preference for consistency of ASM presentation. We conclude that the elimination of inappropriate interruptions to users will improve healthcare efficiency, and reduce risks to patient safety. A healthcare application that relays constructive advice, is consistent in the implementation of ASMs and is considerate of workflow should ensure a more positive user experience, and improve technology acceptance among healthcare professionals.