Healthcare & The Internet Understanding and Influencing the Customer Experience Jeff Horvath, Ph.D., CUA Executive Director Human Factors International

“ 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?

“ 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

Self Service

Why Customers Choose Self Service Source: NCR’s 2008 Self-Service Consumer Survey Results for North America

Health Seekers

Self Service in Healthcare - Products

Self Service in Healthcare - Applications

Why the trend to self service?

Internet

Trend in internet usage Source: http://www.itu.int/ITU-D/ict/statistics/maps.html International telecommunication Union

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

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).

Why users go online for information

Availability - Broadband

Games and health education

Animations

Examples

Mobility

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.

Mobile Phone Subscribers

Mobile

Mobile

Mobile

Social

Social

Social

Social

Social

Social

Social

Persuasive Design

Persuasive Design

Persuasive Design

Persuasive Design

Persuasive Design

Persuasive Design

Pull it all together

Self Service throughout the Health Care System

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

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