Presented by Jeff Horvath at Documentation and Training Life Sciences, June 23-26, 2008. The web has changed how people interact with healthcare. Like most self-service experiences on the web, people are looking to exert more control over their healthcare…but what does this mean in terms of the design of your website? How is the web responding to this evolutionary paradigm of self-service? What is your visitor’s mindset and what motivates them? Mona Patel will discuss current trends in healthcare website usage and explore what innovation means in the healthcare vertical. She’ll address Web 2.0, enhanced navigation techniques, the benefits of mash-ups, and how social networking impacts the healthcare community. Healthcare websites are becoming more persuasive and emotionally engaging, taking users beyond basic usability principles. Mona will discuss these trends and innovations, and provide an overview of applicable research findings. Attendees will learn how this research is impacting healthcare website design. Topics to be explored include: content personalization, mobile access, communications and interactions with healthcare professionals (meeting HIPAA requirements) and new navigation techniques for finding content. This session will help attendees improve their ability to serve website visitors, in the present and in the future. Bring your own anecdotes to share! This is an ideal opportunity to network with peers who share the desire to promote customer experience within their organizations.

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

3. Self Service

4. Why Customers Choose Self Service Source: NCR’s 2008 Self-Service Consumer Survey Results for North America

5. Health Seekers

6. Self Service in Healthcare - Products

7. Self Service in Healthcare - Applications

8. Why the trend to self service?

9. Internet

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

12. Why users go online for information

13. Availability - Broadband

14. Games and health education

15. Animations

16. Examples

17. Mobility

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.

19. Mobile Phone Subscribers

20. Mobile

21. Mobile

22. Mobile

23. Social

24. Social

25. Social

26. Social

27. Social

28. Social

29. Social

30. Persuasive Design

31. Persuasive Design

32. Persuasive Design

33. Persuasive Design

34. Persuasive Design

35. Persuasive Design

36. Pull it all together

37. Self Service throughout the Health Care System

38. 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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