Table 2.
Heuristic violations identified in the telemedicine initiation session.
| Task | Problem description | Solution recommendation | Heuristic violated | Severity rating |
| Doxy.me | ||||
| Entering room name (Doxy.me) | User may not comprehend the meaning of “room name” in a Web-based system setting | Provide explanation or rename as “clinician’s name” | Match between system and the real world | 2.5 |
| Select check boxes | The check boxes are not noticeable | Make the check box more noticeable | Error prevention | 4 |
| Sharing camera and microphone | Instruction says “allow” camera and microphone, but popup says “share” | Keep the instruction consistent with the website features | Consistency and standards | 3 |
| An email verification is sent to the user | Email is very lengthy and has too many links | Email could consist of a body with just the essential links | Esthetic and minimalistic design | 3.5 |
| Vidyo | ||||
| Click on the link in the welcome email sent by the company | Clicking on the link does not lead to log-in page. Instead, it downloads the application | Reword the link description or the link must lead to the log-in page | Consistency and standards | 0 |
| Click on email icon on top right corner of the application | Not all users may recognize the icon of an envelope as symbolizing email | There could be a label below the icon | Error prevention | 3 |
| Click log-in | Log-in button remains inactive if the portal is entered after entering username and password | Application should show an error message | Help users recognize, diagnose, and recover from errors | 3 |
| VSee | ||||
| Downloading .exe file | Does not prompt to confirm if download should be initiated. Download starts automatically |
Notify user before downloading. Provide a prompt asking the users if they want to download the application at that moment or later |
Visibility of system status | 3.5 |
| Enter email address in “Enter your email” tab | Email id is mandatory and cannot proceed to free video sign up option | Email entry could be on top with the sign-up for free tab below it instead of beside it | Error prevention | 3 |
| Polycom | ||||
| Click on the your account URL in the welcome email | Email contains a link for online account and another link for downloading. User might get confused and download application | Provide sufficient information about each link | Error prevention. Help and documentation |
4 |
| Selecting check in devices and software | There is multiple check in options which may confuse users | Provide sufficient information about each device and software | Error prevention. Help and documentation |
3 |
| Set camera, microphone, and speaker | There is no option to go back and redo these actions if they are missed | Provide an option to do these checks when necessary | Help users recognize, diagnose, and recover from errors | 2 |