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

Slide 1: Healthcare & The Internet Understanding and Influencing the Customer Experience Jeff Horvath, Ph.D., CUA Executive Director Human Factors International

Slide 2: “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? Human Factors International © 2008 2

Slide 3: Self Service Human Factors International © 2008 3

Slide 4: Why Customers Choose Self Service Source: NCR’s 2008 Self-Service Consumer Survey Results for North America Human Factors International © 2008 4

Slide 5: Health Seekers Human Factors International © 2008 5

Slide 6: Self Service in Healthcare - Products Human Factors International © 2008 6

Slide 7: Self Service in Healthcare - Applications Human Factors International © 2008 7

Slide 8: Why the trend to self service? Human Factors International © 2008 8

Slide 9: Internet Human Factors International © 2008 9

Slide 10: Trend in internet usage Source: http://www.itu.int/ITU-D/ict/statistics/maps.html International telecommunication Union Human Factors International © 2008 10

Slide 11: Sources of Healthcare Information Source: Burst Media Survey, 2007 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). Human Factors International © 2008 11

Slide 12: Why users go online for information Human Factors International © 2008 12

Slide 13: Availability - Broadband Human Factors International © 2008 13

Slide 14: Games and health education Human Factors International © 2008 14

Slide 15: Animations Human Factors International © 2008 15

Slide 16: Examples Human Factors International © 2008 16

Slide 17: Mobility Human Factors International © 2008 17

Slide 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. Human Factors International © 2008 18

Slide 19: Mobile Phone Subscribers Human Factors International © 2008 19

Slide 20: Mobile Human Factors International © 2008 20

Slide 21: Mobile Human Factors International © 2008 21

Slide 22: Mobile Human Factors International © 2008 22

Slide 23: Social Human Factors International © 2008 23

Slide 24: Social Human Factors International © 2008 24

Slide 25: Social Human Factors International © 2008 25

Slide 26: Social Human Factors International © 2008 26

Slide 27: Social Human Factors International © 2008 27

Slide 28: Social Human Factors International © 2008 28

Slide 29: Social Human Factors International © 2008 29

Slide 30: Persuasive Design Human Factors International © 2008 30

Slide 31: Persuasive Design Human Factors International © 2008 31

Slide 32: Persuasive Design Human Factors International © 2008 32

Slide 33: Persuasive Design Human Factors International © 2008 33

Slide 34: Persuasive Design Human Factors International © 2008 34

Slide 35: Persuasive Design Human Factors International © 2008 35

Slide 36: Pull it all together Human Factors International © 2008 36

Slide 37: Self Service throughout the Health Care System Human Factors International © 2008 37

Slide 38: What does this mean? Embrace the Social Be Emotional Be Omnipresent Let me do it when I want, how I want, and with whom I want… Human Factors International © 2008 38

Slide 39: Headquarters Minneapolis Bangalore, India 410 West Lowe 8400 Normandale Lake Blvd, Suite 920 310/6 HR Complex, 2nd Floor Fairfield, IA 52556 Minneapolis, MN 55437 Koramangala, 5th Block Phone: (800) 242-4480 (641) 472-4480 Phone: (952) 820-4442 Bangalore 560 095 Fax: (641) 472-5412 Fax: (952) 921-2306 Tel: +91 (80) 5150 7221/22/23 Fax: +91 (80) 5150 7220 Boston New York 1050 Waltham Street, 1 Penn Plaza Mumbai, India Suite 410 Lexington, MA 02421 New York, NY 10014 Chemtex House, 4th Floor Phone: (781) 860-7200 Main street, Hiranandani Gardens Phone: (212) 905-3495 Fax: (781) 860-7979 Powai, Mumbai - 400 076 Phone: 91 (22) 2570 8464/65/66 Fax: 91 (22) 2570 8468 Pondicherry, India jeff.horvath@humanfactors.com Aurelec Premises, Prayogashala Kuilapalayam Village Auroville 605 101 San Francisco Phone: +91 413 26232 95/96 235 Montgomery Street Baltimore Fax: +91 413 2623297 Suite 810 1720 Thames Street San Francisco, CA 94104 Singapore Baltimore, MD 21231 Phone: (415) 765-0962 9 Raffles Place, Phone: (410) 327-1012 / 1013 Fax: (415) 765-0961 Level 58 Republic Plaza, Fax : (410) 327-1014 Singapore 048619 Tel: +65 6823 1368 London, UK Fax: +65 6823 1377 Chicago Winchester House 8700 W. Bryn Mawr Avenue 259-269 Old Marylebone Road London NW1 5RA UK China Suite 800 South Tel +44 (0) 20 7170 4164 407, No. 555, Nanjing Road West Chicago, IL 60631-3507 Fax +44 (0) 20 7170 4161 Shanghai, China 200041 Phone: (773) 714-2362 Phone: +86-21-52132061 Fax: (773) 714-4910 Fax: +86-21-52132062 Human Factors International © 2008 39