Off-campus UMass Amherst users: To download campus access dissertations, please use the following link to log into our proxy server with your UMass Amherst user name and password.

Non-UMass Amherst users: Please talk to your librarian about requesting this dissertation through interlibrary loan.

Dissertations that have an embargo placed on them will not be available to anyone until the embargo expires.



Document Type

Open Access Thesis

Degree Program

Industrial Engineering & Operations Research

Degree Type

Master of Science in Industrial Engineering and Operations Research (M.S.I.E.O.R.)

Year Degree Awarded


Month Degree Awarded



Delays in the process of diagnosing and treating cancer are common and lead to confusion and undesirable outcomes. Care coordinators are often embedded within the system of care to manage follow-up care. Electronic and real-time reminder systems can be used to support the care coordinator’s work, but electronic health record (EHR) usability is known to be poor. This study, completed in collaboration with the Department of Veterans Affairs (VA) Connecticut Healthcare System, evaluated the Cancer Coordination and Tracking System (CCTS), an EHR-linked, web-based tool for cancer care management.

A set of expert-driven and user-driven usability engineering methods was applied to comprehensively identify and analyze usability problems within the system. Ten current CCTS users were engaged in the study to help identify problem. 101 (62.3%) problems were identified through expert-driven methods, 56 (34.6%) were identified by user-driven methods, and 5 (3.1%) were identified through both types of methods. The list of 162 unique problems were prioritized and twelve high priority problems were highlighted. Design recommendations were developed to address each of these high priority problems.

First Advisor

Jenna Marquard

Second Advisor

Hari Balasubramanian

Third Advisor

Elizabeth A. Henneman

Fourth Advisor

Tamar Taddei