Healthcare and the Internet: How To Truly Understand and Influence the Customer Experience
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Healthcare and the Internet: How To Truly Understand and Influence the Customer Experience

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Presented by Jeff Horvath at Documentation and Training Life Sciences, June 23-26, 2008....

Presented by Jeff Horvath at Documentation and Training Life Sciences, June 23-26, 2008.

The web has changed how people interact with healthcare. Like most self-service experiences on the web, people are looking to exert more control over their healthcare…but what does this mean in terms of the design of your website? How is the web responding to this evolutionary paradigm of self-service? What is your visitor’s mindset and what motivates them?

Mona Patel will discuss current trends in healthcare website usage and explore what innovation means in the healthcare vertical. She’ll address Web 2.0, enhanced navigation techniques, the benefits of mash-ups, and how social networking impacts the healthcare community. Healthcare websites are becoming more persuasive and emotionally engaging, taking users beyond basic usability principles. Mona will discuss these trends and innovations, and provide an overview of applicable research findings. Attendees will learn how this research is impacting healthcare website design. Topics to be explored include: content personalization, mobile access, communications and interactions with healthcare professionals (meeting HIPAA requirements) and new navigation techniques for finding content. This session will help attendees improve their ability to serve website visitors, in the present and in the future.

Bring your own anecdotes to share! This is an ideal opportunity to network with peers who share the desire to promote customer experience within their organizations.

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  • 1. Healthcare & The Internet Understanding and Influencing the Customer Experience Jeff Horvath, Ph.D., CUA Executive Director Human Factors International
  • 2.
    • “ Health is a state of complete physical, mental and social well-being, and not merely the absence of disease or infirmity.” ~World Health Organization,1948
    So how are today’s technologies enabling and empowering this?
  • 3. Self Service
  • 4. Why Customers Choose Self Service Source: NCR’s 2008 Self-Service Consumer Survey Results for North America
  • 5. Health Seekers
  • 6. Self Service in Healthcare - Products
  • 7. Self Service in Healthcare - Applications
  • 8. Why the trend to self service?
  • 9. Internet
  • 10. Trend in internet usage Source: http://www.itu.int/ITU-D/ict/statistics/maps.html International telecommunication Union
  • 11. Sources of Healthcare Information
    • Americans now depend on the internet as a primary source of consumer health information. The PEW Internet and American Life Project reports that, as early as 2005, 80% of American internet users had used the web to search for health related information. Of those individuals, most started their search a search engine (Pew, 2006).
    Source: Burst Media Survey, 2007
  • 12. Why users go online for information
  • 13. Availability - Broadband
  • 14. Games and health education
  • 15. Animations
  • 16. Examples
  • 17. Mobility
  • 18. Trend in mobile usage Source: http://www.itu.int/ITU-D/ict/statistics/maps.html International telecommunication Union More than 34.6 million mobile subscribers accessed the Internet via their wireless devices in June 2006, according to Telephia, the leading provider of performance measurement information to the mobile industry.
  • 19. Mobile Phone Subscribers
  • 20. Mobile
  • 21. Mobile
  • 22. Mobile
  • 23. Social
  • 24. Social
  • 25. Social
  • 26. Social
  • 27. Social
  • 28. Social
  • 29. Social
  • 30. Persuasive Design
  • 31. Persuasive Design
  • 32. Persuasive Design
  • 33. Persuasive Design
  • 34. Persuasive Design
  • 35. Persuasive Design
  • 36. Pull it all together
  • 37. Self Service throughout the Health Care System
  • 38. What does this mean? Embrace the Social Let me do it when I want, how I want, and with whom I want… Be Omnipresent Be Emotional
  • 39. Headquarters 410 West Lowe Fairfield, IA 52556 Phone: (800) 242-4480 (641) 472-4480 Fax: (641) 472-5412 Boston 1050 Waltham Street, Suite 410 Lexington, MA 02421 Phone: (781) 860-7200 Fax: (781) 860-7979 Baltimore 1720 Thames Street Baltimore, MD 21231 Phone: (410) 327-1012 / 1013 Fax : (410) 327-1014 Chicago 8700 W. Bryn Mawr Avenue Suite 800 South Chicago, IL 60631-3507 Phone: (773) 714-2362 Fax: (773) 714-4910 Bangalore, India 310/6 HR Complex, 2nd Floor Koramangala, 5th Block Bangalore 560 095 Tel: +91 (80) 5150 7221/22/23 Fax: +91 (80) 5150 7220 Mumbai, India Chemtex House, 4th Floor Main street, Hiranandani Gardens Powai, Mumbai - 400 076 Phone: 91 (22) 2570 8464/65/66 Fax: 91 (22) 2570 8468 Pondicherry, India Aurelec Premises, Prayogashala Kuilapalayam Village Auroville 605 101 Phone: +91 413 26232 95/96 Fax: +91 413 2623297 Singapore 9 Raffles Place, Level 58 Republic Plaza, Singapore 048619 Tel: +65 6823 1368 Fax: +65 6823 1377 China 407, No. 555, Nanjing Road West Shanghai, China 200041 Phone: +86-21-52132061 Fax: +86-21-52132062 Minneapolis 8400 Normandale Lake Blvd, Suite 920 Minneapolis, MN 55437 Phone: (952) 820-4442 Fax: (952) 921-2306 New York 1 Penn Plaza New York, NY 10014 Phone: (212) 905-3495 San Francisco 235 Montgomery Street Suite 810 San Francisco, CA 94104 Phone: (415) 765-0962 Fax: (415) 765-0961 London, UK Winchester House 259-269 Old Marylebone Road London NW1 5RA UK Tel +44 (0) 20 7170 4164 Fax +44 (0) 20 7170 4161 [email_address]