Resilient Ambassadors of Change » healthcare http://resilientambassadors.com trend-tracking. idea-generation. progress. Wed, 01 Feb 2012 19:57:12 +0000 en hourly 1 Can usability heuristics be used to evaluate patient experience? http://resilientambassadors.com/2010/06/can-usability-heuristics-be-used-to-evaluate-patient-experience/ http://resilientambassadors.com/2010/06/can-usability-heuristics-be-used-to-evaluate-patient-experience/#comments Wed, 02 Jun 2010 20:03:30 +0000 Jillian Ketterer http://resilientambassadors.com/?p=437 I don't remember when I first learned about the concept of "usability", but I haven't been able to let go of it ever since.  Usability is basically the ease with which something can be used to serve the intended purpose.  For example, a usable website is one that gets you the information you want in an efficient, simple manner.  A door knob is usable if it turns easily and opens the door.  Systems and processes can also be examined with a usability lens - did the customer have to wait long at the register?  Did the automated phone system eventually lead you to a person to address your question?

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