Usability and Acceptance of Check-In Kiosks: An Illustration of Nimble Evaluation Methods and Recommendations for Health Kiosk Deployments
First impressions often shape user experience. Check-in kiosks at outpatient locations can significantly impact patient experience and staff workflows. Studying them in live environments is, however, challenging. We used nimble evaluation methods to assess the usability and acceptance of check-in kiosks piloted at an outpatient lab to inform future deployments. Despite high kiosk usability, multiple factors impacted patient and staff experience, including person (e.g., habits, language), environment (e.g., suboptimal placement due to electrical sockets), and organizational (limited staff training) factors. We conducted four observations and interacted with 28 patients and 12 staff members through interviews and observations. We also collected front desk and kiosk check-in timings. We reflect on the use of nimble evaluation methods and provide recommendations for health kiosk deployments.