Usability and Acceptance of Patient Check-in Kiosks
About
The Virtual Health team at Parkview deployed kiosks in Parkview outpatient labs to improve patient wait time and optimize staff workflows. Patients can check-in, place themselves in line for labs and/or X-rays, and update their personal information using the kiosk. In the lab, patients can choose their preferred check-in method—with the front desk, or with the kiosk.
The HSIR team was requested to determine the usability and acceptance of the check-in kiosks deployed in an outpatient lab. The HSIR team conducted observations and interviewed patients and staff of various roles to understand the end-to-end impact of the kiosks on patient and staff experience. The team also compared durations of both check-in methods.
Patients found the kiosks easy to use and scored the kiosks an average usability grade of 82.8%. The kiosks eliminated patient line buildup to the front desk, allowing front desk staff to help patients that needed more assistance. The kiosks added minor tasks for registration staff, such as asking patients about other procedures that needed to be completed within the same visit. Having movable kiosks also allowed staff to experiment with different placements as it was challenging to place kiosks in a visible area with a busy flow of patients and staff. Overall, check-in durations for both methods were similar after accounting for wait time.
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Publications and presentations
- Tan, Y. R., Lin, H.-Y., Pfafman, R., & Cornet, V. P. (2024). Usability and acceptance of check-in kiosks: An illustration of nimble evaluation methods and recommendations for health kiosk deployments. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 0(0). [link]
- Dubay, L., Cornet, V.P. & Tan, Y.R. (2023, August 23). Assessing the usability and acceptance of welcome check-in kiosks [Conference presentation]. Epic User Group Meeting 2023, Verona, WI, United States.
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