Challenges in the usability of the e-SUS Território application in Brazil’s Digital Health Strategy

Abstract

The objective was to evaluate the usability of the e-SUS Território application from the e-SUS Primary Care strategy, implemented by the Brazilian Ministry of Health. A sequential explanatory mixed-methods approach was used. The quantitative approach employed a cross-sectional design using the System Usability Scale (SUS). The qualitative approach involved a descriptive exploratory study based on the Technology Acceptance Model. The participants were community health agents. The SUS score was calculated using the Stata statistical software. Qualitative data were organized using the Open Logos software, and Thematic-Categorical Analysis was conducted. The average SUS score found was 55.3 points, indicating marginal acceptance of the application. The results also highlighted the application's utility and ease of use. Failures in synchronizing the application with the Electronic Citizen Record system were identified as operational issues, such as errors in household and individual registrations, citizen duplication, and loss of visit records. The usability of the e-SUS Território application was found to be below the expected average, indicating acceptance problems. It is noted that usability could be improved through efforts by managers to train the community health agents in its use, particularly to better meet the needs of users who find the application's usability unacceptable.