The Usability Assessment of PRiSMA and My.Pharma-C Web Application System

The Pharmaceutical Services Program (PSP) has not yet evaluated the usability of the web application system. The System Usability Scale (SUS) and Net Promoter Score (NPS) assessment tools give you a quick overview of your system's usability and help you improve it further. The goal of this study was to assess the usability of the PRiSMA and My.Pharma-C systems using SUS and NPS. From April 2019 to July 2020, a survey was conducted using a validated self-administered questionnaire that was prompted after each successful log-out from the PRiSMA and My.Pharma-C systems. The questionnaire was divided into three sections: demographic, device type, and SUS and NPS questionnaire. The mean SUS and NPS scores were computed. The survey was completed by 3,959 PRiSMA users and 811 My.Pharma-C users. The SUS score was interpreted as a grade, adjective, and range of acceptability. The PRiSMA mean SUS score was 70.2 (SD 15.44), indicating a 'Grade C' and 'Good' system. The mean SUS score for My.Pharma-C was 58.2 (SD 15.13), indicating a 'Grade D' and 'OK' system. Users accepted both systems on the basis of their usability. Calculated NPS value for PRiSMA was p=42%, n=49% and d=9%, NPS value=+33, whereas My.Pharma-C p=18%, n=46% and d=36%, NPS value=-18. A positive NPS value for PRiSMA represents the user's readiness to recommend the system to others compared to My.Pharma-C. The findings also established that SUS alone is insufficient and needs to be complemented by another method, such as qualitative instruments. It could help to drill down in depth to understand how to address potentially problematic areas for web application systems and assist in the improvement phases. However, both of the tools are applicable to be used to evaluate the usability of the web application systems that managed by the Pharmaceutical Services Program.