Healthcare & The Internet Understanding and Influencing the Customer Experience Jeff Horvath, Ph.D., CUA Executive Directo...
<ul><li>“ Health is a state of complete physical, mental and social well-being, and not merely the absence of disease or i...
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 <ul><li>Americans now depend on the internet as a primary source of consumer health info...
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...
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 Emot...
Headquarters   410 West Lowe Fairfield, IA 52556  Phone: (800) 242-4480 (641) 472-4480  Fax: (641) 472-5412 Boston 1050 Wa...
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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.

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

    1. 1. Healthcare & The Internet Understanding and Influencing the Customer Experience Jeff Horvath, Ph.D., CUA Executive Director Human Factors International
    2. 2. <ul><li>“ 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 </li></ul>So how are today’s technologies enabling and empowering this?
    3. 3. Self Service
    4. 4. Why Customers Choose Self Service Source: NCR’s 2008 Self-Service Consumer Survey Results for North America
    5. 5. Health Seekers
    6. 6. Self Service in Healthcare - Products
    7. 7. Self Service in Healthcare - Applications
    8. 8. Why the trend to self service?
    9. 9. Internet
    10. 10. Trend in internet usage Source: http://www.itu.int/ITU-D/ict/statistics/maps.html International telecommunication Union
    11. 11. Sources of Healthcare Information <ul><li>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). </li></ul>Source: Burst Media Survey, 2007
    12. 12. Why users go online for information
    13. 13. Availability - Broadband
    14. 14. Games and health education
    15. 15. Animations
    16. 16. Examples
    17. 17. Mobility
    18. 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. 19. Mobile Phone Subscribers
    20. 20. Mobile
    21. 21. Mobile
    22. 22. Mobile
    23. 23. Social
    24. 24. Social
    25. 25. Social
    26. 26. Social
    27. 27. Social
    28. 28. Social
    29. 29. Social
    30. 30. Persuasive Design
    31. 31. Persuasive Design
    32. 32. Persuasive Design
    33. 33. Persuasive Design
    34. 34. Persuasive Design
    35. 35. Persuasive Design
    36. 36. Pull it all together
    37. 37. Self Service throughout the Health Care System
    38. 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. 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]
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