When Navigation Trumps Visual Dynamism: Hospital Website Usability and Credibility

In-depth interviews about hospital websites were conducted with 15 participants ranging in age, gender, occupation, and computer proficiency. Interviewees completed detailed usability tasks along with questionnaires that gauged perceptions of organizational and website credibility, including visual and technical dynamism. Participants ranked the most dynamic site lower than the less dynamic one because of navigation difficulties. Researchers advocate including usability tasks in website studies, rather than assessing perceptions based on short-term browsing protocols. They present a schema of website concepts organized into language credibility, visual credibility, and technical credibility that can be used in future research or by health communication practitioners. A list of best practices in navigation features is also included.