putting people first

by experientia
by experientia
17 November 2010

Michele Visciola on online healthcare information

Be the first to share
putting people first
by experientia

Michele Visciola
Michele Visciola, Experientia partner, gave a talk this week on online healthcare information at the 16th IFHRO (International Federation of Health Records Organizations) Congress in Milan, Italy.

The International Federation of Health Records Organizations (IFHRO) serves as a forum for the exchange of information relating to health records, education of medical record personnel, and information technology.

The talk, entitled “Online healthcare information: where is the divide between a trustable and an untrustable information and communication system?”, highlighted how a user-centred approach can be used to provide healthcare information that meets user needs.

Here is the executive summary of his talk:

How and what kind of information is provided by online healthcare services is critical to designing a user-centred system that meets user needs, and does not put individuals’ health at risk. The move of healthcare information to the online world has raised some serious concerns in terms of content and the ways in which the information is used. The paradigm shift from personal consultation with a trusted family doctor to inquiries made to an anonymous or general online source has created a context of self-diagnosis from online information, leading to potential health disasters. The open access to information that was previously the privilege of medical practitioners has created a situation in which the patient’s desire for immediate information conflicts with the need for professional advice.

This research project benchmarked 41 websites, within Italy and internationally, to understand how a user-centred approach can be used to provide healthcare information that meets user needs. The project focused in particular on the needs of patients, and their family and friends.

The healthcare information needs of patients can be grouped into Knowledge, Action and Sharing. “Knowledge” is the inherent information the patient needs about her/his health, such as details on the illness, prevention, care, the health structure, ethics and rights, and well-being. This can be either “cold” information (top-down) or “warm” (bottom-up or horizontal). “Action” includes the reactive and proactive behaviors that the patient can take, while “Sharing” is the exchange of information, experience and emotions with people in similar situations.

The 41 websites explored were selected as best practice in the field, and the ways in which they supported the above classification of user needs was considered. For each of the three areas described above, we identified the ways in which patients’ information requirements were met (or not) by the sites.

When comparing Italian sites to the international sites, we found that the international sites were more developed in terms of interactive and personalization solutions. Within Italy, the least developed areas are Action and Sharing, which are the most complex categories and play a fundamental role in the patient’s world. The “cold” top-down information was the most complete and organized, while there was little space dedicated to horizontal communication. The Italian sites tended to present one-way, pre-packaged communication that focused on “useful” information, but ignored “emotional” aspects. Regardless of the local cultural dimensions that are not considered in this study, we recommend that online healthcare information should focus on improving the following at the 3 identified levels: “Knowledge”: provide real possibilities for knowledge through presentations and memos. “Action”: Give people the chance to participate in assessing what they need to do. “Sharing”: Provide instruments for sharing and discussion.

Be the first to share
Related Article
21 December 2014
Experientia’s Twitter feed live
Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make …
Related Article
21 December 2014
Why Americans care more about experiences than possessions
Leslie Bradshaw, managing parter of Made by Many, describes Americans' shifting value systems. "Young people have redefined success, and their new definition values experience over possession. The word “experience” may sound like a code word for …
Related Article
20 December 2014
Why Mozilla conducts qualitative user research
"Technology and business organizations often default to a positivist worldview and subsequently believe that quantitative results that provide numeric measures have the most value," writes Bill Sellman, Lead User Researcher on Firefox. "The hype surrounding …
Related Article
19 December 2014
Putting People First blog redesigned
Experientia's Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We …
Related Article
16 December 2014
World Development Report 2015 explores “Mind, Society, and Behavior”
WASHINGTON, December 2, 2014 — Development policies based on new insights into how people actually think and make decisions will help governments and civil society achieve development goals more effectively. A richer and more accurate …
Related Article
8 December 2014
Understanding human behaviour to improve mobile research design
Shirley Eadie, founding member and CEO of Pondering Panda, explored some of the idiosyncrasies of the human condition at last month's MRMW Africa conference [Market Research in the Mobile World], in order to help attendees …
Related Article
5 December 2014
Using sensors in design research
Elliott Hedman is the founder of the design consultancy mPath, where he’s pioneering a new approach to design research. It combines stress-testing sensors with traditional observational techniques. The idea is to uncover the tiny, often …
Related Article
4 December 2014
There is no such thing as UX Design
Peter Merholz argues that the entire “field” of user experience emerged for one reason — to accommodate, and overcome, poor (or non-existent) product management practices. He now wants to retire the term: "'User experience design' served a …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

21 December 2014
Experientia’s Twitter feed live

Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make sure to now also follow the company (but don’t unfollow Mark, who will keep on tweeting away). And while […]

19 December 2014
Putting People First blog redesigned

Experientia’s Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We are still tweaking things and welcome any feedback.

27 November 2014
Why the world needs anthropologists – an update

Why the world needs anthropologists – Coming out of the ivory tower Location: Padua, Italy, Centro Culturale Altinate/San Gaetano Date and time: Friday, 5 December 2014, 13:00 – 18:00 Padua, Italy, 5 December 2014 – The second edition of the international symposium of applied anthropologists attempts to erase the boundary between ‘pure’ and ‘applied’ anthropology, […]

30 October 2014
The BancoSmart ATM by Experientia for UniCredit selected for ADI Design Index

Last year Experientia designed the interface of an ATM of UniCredit, a major Italian bank. The interface is now rolled out across the bank’s ATMs in Italy, to great satisfaction of the bank and the customers alike, since interaction speed is much faster and error rates went down dramatically. Last year UniCredit and Experientia also […]

29 October 2014
Experientia at EPIC: UX transforming a financial institution

In September 2014 Experientia gave a presentation on working as UX professionals with financial institutions at the EPIC conference in New York. The paper is now available on the EPIC site in HTML and PDF versions (free registration req’d). Abstract Application of a user-centered approach rooted in ethnographic methodologies facilitates a major European bank’s transition […]

25 October 2014
Experientia president to speak at User Friendly 2014 in China

Experientia president Michele Visciola is one of the keynote speakers at User Friendly 2014, the annual user experience conference of UXPA China, to be held in Wuxi, China, 13 to 16 November. The theme of the 11th conference is the “new era of the experience economy,” thus underlining the importance of transferring UX concepts and […]

See all articles