Factors Affecting User Experience of Telemedicine: COVID-19 Experience of Healthcare Practitioners in Sri Lanka

Telemedicine adoption in Sri Lanka saw a rapid rise during the COVID-19 pandemic, with healthcare practitioners utilizing digital platforms to continue patient care amidst lockdowns and social distancing measures. However, post-pandemic, the use of telemedicine has declined globally, raising concerns about its sustainability and long-term impact. Previous studies have highlighted the essential role of product design in enhancing the user experience of telemedicine solutions, pointing out that many fail due to inadequate consideration of the 'human factor'. However, such influences haven't been extensively explored in the context of Sri Lanka. This study investigates the factors affecting the user experience of telemedicine from the perspective of healthcare practitioners in Sri Lanka. Drawing on a mixed-method approach, 134 healthcare practitioners were surveyed and 11 were interviewed across different regions in Sri Lanka, analyzing the data using Partial Least Squares Structural Equation Modeling (PLSSEM). The findings revealed that perceived usefulness, usability, value, desirability, accessibility, credibility of telemedicine, demographic and geographical factors significantly impact healthcare professionals' user experience with telemedicine. Further revealed that use of telemedicine has dropped significantly after the pandemic. The study highlights the need for targeted interventions to enhance telemedicine user experience, ensure equitable access, and address challenges specific to Sri Lanka’s healthcare infrastructure. Based on these findings, the paper offers empirical evidence and practical recommendations for improving telemedicine adoption and user experience, promoting its continued integration into the post-pandemic healthcare system in Sri Lanka.