We report from a longitudinal laboratory-based usability evaluation of an interactive system. A usability evaluation was conducted with novice users when a large commercial electronic patient record system was being deployed in the use organization. After the users had used the system in their daily work for 15 months, same evaluation was conducted again. Our aim was to inquire into the nature of usability problems experienced by novice and expert users over time, and to see to what extends usability problems may or may not disappear over time, as users get more familiar with the system. On the basis of our two usability evaluations, we present key findings on the usability of the evaluated system as experienced by the two categories of users at these two different points in time. Based on our findings, we discuss implications for evaluating usability.
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