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