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

Healthcare & The InternetUnderstanding and Influencing the Customer Experience

Jeff Horvath, Ph.D., CUAExecutive 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?

Self Service

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

Why Customers Choose Self Service

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

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

Social

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

Headquarters 410 West LoweFairfield, IA 52556 Phone: (800) 242-4480(641) 472-4480 Fax: (641) 472-5412

Boston1050 Waltham Street, Suite 410 Lexington, MA 02421Phone: (781) 860-7200 Fax: (781) 860-7979

Baltimore1720 Thames StreetBaltimore, MD 21231Phone: (410) 327-1012 / 1013Fax : (410) 327-1014

Chicago8700 W. Bryn Mawr AvenueSuite 800 SouthChicago, IL 60631-3507Phone: (773) 714-2362Fax: (773) 714-4910

Bangalore, India310/6 HR Complex, 2nd Floor Koramangala, 5th BlockBangalore 560 095Tel: +91 (80) 5150 7221/22/23Fax: +91 (80) 5150 7220

Mumbai, IndiaChemtex House, 4th FloorMain street, Hiranandani GardensPowai, Mumbai - 400 076Phone: 91 (22) 2570 8464/65/66Fax: 91 (22) 2570 8468

Pondicherry, IndiaAurelec Premises, PrayogashalaKuilapalayam VillageAuroville 605 101Phone: +91 413 26232 95/96Fax: +91 413 2623297Singapore9 Raffles Place, Level 58 Republic Plaza, Singapore 048619Tel: +65 6823 1368Fax: +65 6823 1377

China407, No. 555, Nanjing Road WestShanghai, China 200041Phone: +86-21-52132061Fax: +86-21-52132062

Minneapolis8400 Normandale Lake Blvd, Suite 920Minneapolis, MN 55437Phone: (952) 820-4442Fax: (952) 921-2306

New York1 Penn PlazaNew York, NY 10014Phone: (212) 905-3495

San Francisco235 Montgomery StreetSuite 810San Francisco, CA 94104Phone: (415) 765-0962Fax: (415) 765-0961

London, UKWinchester House259-269 Old Marylebone RoadLondon NW1 5RA UKTel +44 (0) 20 7170 4164Fax +44 (0) 20 7170 4161

jeff.horvath@humanfactors.com

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

Technology

The People Unboxed Report...programmes. Before you can truly understand engagement, you need to change the way you view and understand your people. Your people have ambition, dreams

crp.leeds.ac.uk · Web viewAlasdair MacIntyre suggests that ‘to truly understand an insider one must become an insider; to understand is to be’ (McCutcheon, 1999, p.21). However,

To truly understand Judaism and Islam and many of the conflicts today between the two, you need to understand the birth of two ethnic groups … Jews and

Truly Truly

Epigenetics & Methylation: The Influence of Our … it is important to understand methylation and to understand methylation, ... • Fish oil, vitamin E • Carotenoids • Grapefruit

Earth Science€¦ · Earth Science Creates Informed Citizens I f we intend to live on — and with — this planet, we truly need to understand how it works, and to understand the

Using Conversations to Understand Influence and Interaction' Dr Stuart Battersby & Dr Matthew Purver, Chatterbox

1.19. To understand the influence of mythology To recognize connections between myths of various cultures

How to Truly Understand a Text - The Reading Process

Scientific Revolution. OBJECTIVES: Students will UNDERSTAND… Students will UNDERSTAND… How science and technology can influence world view Students will

If you want to truly understand something, try to change it

Bonding Basics - Steve D'Antonio Marine Consulting...many understand that it’s important and valuable to have a bonding sys-tem, far fewer truly understand what it is or how it works

How can math help me understand my world? What factors influence bridge strength?

BTEC National Level 3 Website Production. Lesson objectives To understand factors that influence website performance To understand factors that influence

How to Understand and Influence Older Drivers

Grant Lee Buffalo - Truly Truly

5.1 Learn to analyze performance Identify performance problems Understand the factors that should influence expectations Understand the relationship between

It's Truly an Honor to Meet Someone of Your Stature and Influence._ _ PhraseMix

MASTERING NEGOTIATION AND INFLUENCE · 2021. 3. 23. · In Mastering Negotiation and Influence, you will learn negotiation strategies to understand, plan, and achieve your objectives

last week (or things you should now understand) · (or things you should now understand) ... • Understand the principles of contract law and their influence on the legality and