1. mHealth Summit
Data Speak: Market Research Update on Consumers and
mHealth
December 9, 2014

2. Agenda
• Overview of mHealth Access and Usage
• Methodology
• Key Findings
• Recommendations

3. mHEALTH ACCESS AND USAGE

4. 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/coordi
nation
• Improve
efficiencies/quality
• Increase patient
engagement
• Improve compliance
• Expand the reach of
services/info

5. Patient/Con
sumer
Insurance
Enrollment
Primary
Care
Medical
Home
Preventive
Services/
Wellness
Disease
Mgmt/Spe
cialty 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

6. mHealth and underserved populations

7. 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

8. METHODOLOGY

9. 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

10. KEY FINDINGS

11. 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:

12. Access to Technology
0%
20%
40%
60%
80%
Owns smartphone Owns laptop Owns tablet
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.”

13. 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?’”

14. Culturally Competent Product Design
“The translations [on health information websites] are
atrocious, they are terrible. My mom ends up being more
confused.”

16. RECOMMENDATIONS

17. 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:

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

19. 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.’”

20. 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.”
0% 10% 20% 30% 40%
Improved quality of care/better
health outcomes
Easier access to care for existing
patients
Reduction in administrative time
for medical personnel
More efficient communication
What would spark provider adoption of mHealth?

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