This research aimed to find main users, frequent utilized tasks, major usability problems, and the context of use of a neonatal incubator (NI) present in a neonatal intensive care unit from a Brazilian hospital and to find out the problems faced by a new user. The chosen methods were the heuristics analysis, contextual investigation, and usability test (UT). Nurses and technicians are the main users of NIs. The predominant contexts of use are the admission of newborns and the replacement of the equipment. Eight selected tasks were performed in the UT, and the most significant problems refer to alarms and configuration of the Air and Skin Modes, because the interface is not intuitive to novice users. Therefore, mitigating errors should be an investment in human factor engineering methods from the beginning of the product development process to the training of the main users.