Table 3 Results from semi-structured usability questionnaire

OVERALL EXPERIENCE

E.g. It was easy to use. It covers a lot of aspects.

E.g. It went well. As long as I hear well, it’s alright. Only one thing, my shoulder hurts after a while and I can’t hear with the other ear.

E.g. I had difficulty with some questions but I knew that someone would call back.

E.g. It’s long. It’s boring. It’s stupid. It makes no sense.

Tell me about your experience with the automated calls for the follow-up of your new WC

n (%)/65

32 (49.2)

10 (15.4)

12 (18.5)

7 (10.8)

4 (6.2)

DURATION

E.g. It did not last 5 min. If they had asked more questions, I would have answered more.

E.g. It was quite short. I think the first call was shorter than the second one.

E.g. It was a little long and the talking speed was slow… if it was a normal conversation, it would have taken half the time.

E.g. It was too long on my cell phone. I have to pay fees.

What did you think about the length of the call?

n (%)/65

37 (56.9)

3 (4.6)

8 (12.3)

13 (20.0)

4 (6.2)

CLARITY

E.g. The questions are very clear. The male and female voice … The man talks very well. The questions are asked clearly. They complement each other.

E.g. I understood what they asked. Sometimes I hesitated, but I did my best to answer.

E.g. Either the question is not clear or the response options are too limited, just yes or no. One question was missing response options.

E.g. I wondered if [the call] was made for persons with an intellectual disability. Short sentences and so clearly articulated as though they were afraid we wouldn’t understand.

What did you think about the clarity of the call, with respect to the type or tone of voice?

n (%)/65

51 (78.5)

4 (6.2)

0 (0)

7 (10.8)

3 (4.6)

SPEED

E.g. They gave us enough time. It was perfect.

E.g. Would be easier in my mother tongue.

E.g. It was a little fast.

E.g. Very very long. Too long. Some people may need such a slow pace. There should be a slow and a fast option.

What did you think about the speed of the call, such as the speed of the questions, or the time you had to answer?

n (%)/65

44 (67.7)

1 (1.5)

6 (9.2)

9 (13.8)

5 (7.7)

TECHNICAL ISSUES

E.g. No. When I wasn’t here, they called the next day.

E.g. They called me back the next day because I had pressed the wrong button.

E.g. I didn’t hear my name on the second call.

E.g. They stopped the call.

Can you describe any technical problems you experienced during the automated calls?

n (%)/65

48 (73.8)

3 (4.6)

3 (4.6)

7 (10.8)

4 (6.2)

INPUT MODE

E.g. I used the keypad. Never had to repeat.

E.g. When I answered with yes or no, they asked me to repeat. I pressed with my finger instead.

E.g. I didn’t answer fast enough, that’s why they had to repeat the questions.

E.g. This was the main problem. They never understood me. The machine did not work properly I think.

Can you explain how you proceeded to answer the call (voice or keypad)? Did you have to repeat your responses?

n (%)/65

43 (66.2)

16 (24.6)

0 (0)

4 (6.2)

2 (3.1)

USEFULNESS

Useful for me

Useful for me and others

Useful for others

Do you think that these calls were useful? Please describe why.

E.g. I figured that they care for me. If something had gone wrong, they would have called me.

E.g. If it makes a change to my chair, yes. It will make wheelchairs better. There’s not only me, there’s others.

E.g. It’s good for the person who gives the chair. She knows everything is ok with the chair.

n (%)/64

32 (50.0)

11 (17.2)

10 (15.6)

INTENTION TO USE

I don’t know

If your rehabilitation center offered this monitoring service in the future, would you register?

n (%)/65

3 (4.6)