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Healthcare and the Internet: How To Truly Understand and Influence the Customer Experience
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Transcript of Healthcare and the Internet: How To Truly Understand and Influence the Customer Experience
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Healthcare & The InternetUnderstanding and Influencing the Customer Experience
Jeff Horvath, Ph.D., CUAExecutive Director Human Factors International
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2Human Factors International © 2008
“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?
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3Human Factors International © 2008
Self Service
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4Human Factors International © 2008
Source: NCR’s 2008 Self-Service Consumer Survey Results for North America
Why Customers Choose Self Service
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5Human Factors International © 2008
Health Seekers
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6Human Factors International © 2008
Self Service in Healthcare - Products
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7Human Factors International © 2008
Self Service in Healthcare - Applications
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8Human Factors International © 2008
Why the trend to self service?
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9Human Factors International © 2008
Internet
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10Human Factors International © 2008
Trend in internet usage
Source: http://www.itu.int/ITU-D/ict/statistics/maps.html International telecommunication Union
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11Human Factors International © 2008
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
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12Human Factors International © 2008
Why users go online for information
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13Human Factors International © 2008
Availability - Broadband
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14Human Factors International © 2008
Games and health education
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15Human Factors International © 2008
Animations
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16Human Factors International © 2008
Examples
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17Human Factors International © 2008
Mobility
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18Human Factors International © 2008
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.
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19Human Factors International © 2008
Mobile Phone Subscribers
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20Human Factors International © 2008
Mobile
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21Human Factors International © 2008
Mobile
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22Human Factors International © 2008
Mobile
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23Human Factors International © 2008
Social
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24Human Factors International © 2008
Social
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25Human Factors International © 2008
Social
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26Human Factors International © 2008
Social
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27Human Factors International © 2008
Social
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28Human Factors International © 2008
Social
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29Human Factors International © 2008
Social
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30Human Factors International © 2008
Persuasive Design
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31Human Factors International © 2008
Persuasive Design
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32Human Factors International © 2008
Persuasive Design
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33Human Factors International © 2008
Persuasive Design
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34Human Factors International © 2008
Persuasive Design
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35Human Factors International © 2008
Persuasive Design
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36Human Factors International © 2008
Pull it all together
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37Human Factors International © 2008
Self Service throughout the Health Care System
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38Human Factors International © 2008
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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39Human Factors International © 2008
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