1 30 november 2010

Patient usability in

on line health information

casus Dutch national health portal kiesBeter

2 30 november 2010

1. Usability2. www.kiesbeter.nl3. Research- Methods- Outcomes4. Implications

30 november 20103

1. Usability

● Human Centered Design

● Adherence– Usability essential for adherence

“perceived ease-of-use” (Davis, 1998) design navigation findability searchability persuasiveness

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1. Usability

● Usability research: social science meets

technology meets design meets

people

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2. National health and care portal

Assignment of NL Ministry of Health 2004 – 2012

Objectives- to help people with questions and choices in health and health

care- to disseminate information on quality- to encourage choice behaviour

> Annual budget: circa 3M euro, 12 fte

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30 november 20107

2. National health and care portal

Unique visitors per month

0

100.000

200.000

300.000

400.000

500.000

600.000

jan feb mrt apr mei jun jul aug sep okt nov dec

20062007200820092010

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2. National health and care portal

● How about the usability for chronic patients and their carers?

● Should it be improved?

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3. Research

Cooperation between RIVM and IBR-Center for eHealth Research and Disease management (University of Twente)

Objectives:

1. Formulate recommendations for usability improvement portal

1. Contribute to usability research

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3. Research

● Participants (n = 21)

● Education (medium-high)

● eHealth literacy (high)

012345678

Arthritis Asthma Diabetes

femalemale

mean age 54ymean age 54y mean age 36ymean age 36y

mean age 50ymean age 50y

mean age 47yrsSD = 15,5

mean age 47yrsSD = 15,5

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3. Research

● Methods

1. Scenario study› Think-aloud protocol› Cognitive walk throughs› Screen capture software

2. Website Evaluation Questionnaire

3. Focus group

3. Research● Outcomes

Scenario - Basic search strategy is ORIENTEERING (65%) vs TELEPORTING (16%)

- Partial and/or unsuccessful scenarios are common

- Age & Education correspondwith performance

Topic % of ss who finished a scenario

% successful completion

Medical information

81% 60%

Care providers

100% 71%

Health insurances

71% 33%

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3. Research● Outcomes

Think-aloud

Interviews

- Recorded verbal expressions -

usability category scenarios interviews

Lay out

Navigation 81%; 43%+ 33%; 51%+

Content 18%; 34%+ 47%; 74%+

Acceptance

Satisfaction

Empowerment

All 41%+ 61% +

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3. Research● Outcomes

FocusgroupDisagreement and consenus with regard to

Lay out presentation of search results; font size; colour

Navigation search options; autocomplete; readspeaker;

Content comprehensiveness, language

Acceptance dead links, consistency

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3. Research

Consensus:

Chronic patients need comprehensive information; expect support in searching to quickly find information

Improve Findability, Simplicity, NavigationLay out, Acceptance, Satisfaction +/-Content +

(no priority: small changes increase overall usability)

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4. Implications

Many front end / back end adaptations

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4. Implications● For usability research

– Intensive but productive: social science works: qualitative methods combined with quantitative measurement

– Outcomes comply with other findings– Applicable to 2.0 interventions (co-creation, co-design)

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Thank youThank you