92 Chapter 4 4 Figure 3. Visuals of the final version of the Hospital Hero app. From left to right: ‘Journey map’ home screen, waiting room step, new animal collected, animal collection overview. Study 2 – pilot study Method pilot study Study design and theoretical framework The first version of the Hospital Hero app was pilot-tested and evaluated during an eight weeks pilot study at the outpatient clinic of an academic paediatric hospital in Leiden, the Netherlands. We conducted a prospective observational study using a concurrent mixed-method approach (i.e. simultaneous collection of qualitative and quantitative data) to gain in-depth insight and provide generalizable results to inform future use. Data was collected in January and February 2021. Quantitative data were collected through an online questionnaire. Observations, online semistructured interviews and open questions in the online questionnaire were used to collect qualitative data. Our study design, research materials and analyses were inspired by the ISO norms for “Systems and software Quality Requirements and Evaluation”; ISO/IEC 9126-1 ’. Key constructs were usability and user experience. The construct usability can be defined as “the capability of the software product to be understood, learned, used and satisfying to use”. As such, it can be subdivided into user- friendliness (i.e., degree to which the software is adapted to the skills and experience of the user) clarity (i.e., the degree to which the software is considered coherent, logical and consistent) operability (i.e. the time it takes the user to learn how to use a function and perform a task efficiently) and customization (i.e. the degree to which the software system can be customized to the needs of the user (e.g., default settings). The construct userexperience was defined as “every emotion, belief, perception, psychological reactions
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