The usability of online review systems in healthcare services: Healthgrades website

The main purpose of this research is to systematically evaluate the usability of the Healthgrades website, particularly in the context of health tourism, based on the dimensions of effectiveness, efficiency, and satisfaction according to the ISO 9241-11 standard. The research was designed as a mixed-method case study. The sample consists of 15 participants who have overcome the English language barrier in the healthcare field. Data were collected through usability tests, a retrospective thinkaloud protocol, and a satisfaction survey. Quantitative data were analyzed with descriptive statistics, while qualitative data were analyzed through content analysis. The research findings revealed that Healthgrades exhibits a "dual usability profile." While participants demonstrated high effectiveness and efficiency in basic and superficial tasks, such as finding a doctor or hospital, they experienced significant difficulties in in-depth tasks that required seeking specific information (e.g., awardwinning hospitals, doctors speaking a particular language). Success rates dropped considerably in such tasks. It was determined that the core problems stemmed from the inability to find critical information via the search function, the absence or concealment of important filtering and sorting options (e.g., sorting by patient rating, spoken language), and a mismatch between the platform's terminology and user expectations. In conclusion, while the Healthgrades platform may be sufficient for general users, it falls short of meeting the expectations of health tourists who need detailed information to make informed decisions.