Table 4.

Summary of the user experience with the legacy system and with FirstER.

Key theme	Legacy system	FirstER
Engagement and intention to use	Patients were not well aware of their health conditions and medical information, and they were passive in the use of their medical information and treatment. Patients wanted their medical information for proof and for several other reasons, such as sharing with others, preparing for emergencies, etc.	Patients were satisfied with owning their medical information. FirstER improved patient communication with medical staff about their condition.
Information processing and quality	Patients wanted their previous medical information, such as information on lab tests, medication, hospital visit records (hospital and department names), etc.	FirstER provided the information patients had wanted, and the patients found the content to be overall sufficient. Some participants reported that it would have been better if there had been explanations for better understanding of the medical terms.
Functionality	Difficulty obtaining accurate medical information promptly The hassle of getting medical information; time-consuming, many documents, etc.	FirstER enabled better and easier access to medical information using patients ‘mobile phones.