mHealth Summit

Data Speak: Market Research Update on Consumers and mHealth

December 9, 2014

Agenda

• Overview of mHealth Access and Usage

• Methodology

• Key Findings

• Recommendations

mHEALTH ACCESS AND USAGE

Healthcare Landscape

Key Challenges Critical Needs

• Limited Access to Services

• Rising Costs

• Poor Quality of Patient Care

• Increasing Regulatory Demands

• Fragmented Reactive System

• Improve communication/coordination

• Improve efficiencies/quality

• Increase patient engagement

• Improve compliance

• Expand the reach of services/info

Patient/Consumer

Insurance Enrollmen

tPrimary

Care Medical Home

Preventive Services/Wellness

Disease Mgmt/Specialty Care

Urgent Care

Acute Care

Post-Acute

Home/Day Health

Long-Term &

Palliative Care

The potential of mHealth

59% think mHealth will change how to look for information

on health issues

48% think mHealth will change how to

use mHealth to manage chronic

conditions

46% think mHealth will change how

providers monitor

condition and compliance

mHealth and underserved populations

Education and Awareness

Design and Usability

Digital Divide

● Patient awareness of eHealth and incentives● Physician awareness and incentives● Health literacy● Privacy concerns and distrust

● Linguistic/cultural competency of tools● Limitations caused by disability● Technological literacy

● Access to broadband and mobile data● Access to technology platforms● Interoperability of tools across platforms

Barriers to Adoption for Underserved Populations

METHODOLOGY

Overview

DC: African American

women living with HIV

Miami: Latina and Caribbean of African descent immigrants

Oakland: Latina women

San Francisco:

Asian & Pacific

survivors of domestic

violence & human

trafficking

Research consisted of 6 focus groups with 61 low-income women of color

KEY FINDINGS

Overview

Use and have regular access to

Internet-connected technology.

Feel discouraged by current eHealth

tools.

Demand personalized,

culturally competent technology solutions.

Low-income women of color living with a chronic condition:

Access to Technology

Owns smartphone Owns laptop Owns tablet0%

20%

40%

60%

80%

Participants Average American Woman

“It’s good to go to Google, we often go to get information ourselves. We go to the doctor when we need information

we can’t get from the Internet.”

Usability Challenges

“You have to go through so many phases just to get to where you’re trying to go and it’s like, ‘I have to remember

this too?’”

Culturally Competent Product Design

“The translations [on health information websites] are atrocious, they are terrible. My mom ends up being more

confused.”

RECOMMENDATIONS

Recommendations

Improving the digital literacy of consumers

and safety net providers

Supporting eHealth tools that feature

user-centered design

Supporting technology capacity building for safety

net providers.

To humanize eHealth for underserved communities, ZeroDivide recommends:

Building Digital Literacy

“I’m getting older and I just feel like I can’t keep up.”

User-Centered Design

Digital literacy Health literacyHealth status

USER INPUT

Monitoring

Behavior Change Complications

Adherence

“I post a lot of stuff on my [Facebook] page and people actually inbox me and say ‘That really helped me.’”

Technology Capacity Building

“You all are not talking to each other…So better coordination with that so…we don’t have to run around filling out new

paperwork every time.”

Improved quality of care/better health outcomes

Easier access to care for existing patients

Reduction in administrative time for medical personnel

More efficient communication

0% 10% 20% 30% 40%

What would spark provider adoption of mHealth?

“Nothing is more important than your health. Not money, not anything. Without health, you can’t do anything. First, first is

health.”