Service Experience Design for Healthy Living Support: Comparing an In-House with an eHealth Solution
Abstract
Extensive lifestyle interventions towards healthy living can help prevent, stabilize or even reverse some of the most common diseases facing our aging population (cardiovascular diseases, diabetes, obesity, some cancers and even dementia). One promising application can be found in ‘secondary prevention’, which starts from the moment of diagnosis and is aimed at prevention or reversal of disease progression. Several studies have shown that patients who make the largest lifestyle progress gain most (long term) health benefits. An important challenge is to motivate patients to a high degree of compliance with the lifestyle guidelines. In this paper we use principles from Service Experience Design and motivation theories for designing and evaluating (e)Health lifestyle interventions. A two-tier design approach is most sensible: First use generic motivational factors (like cognition/health insights, asking explicit commitments or generating fast results). Next use service experience factors to optimize details. The eHealth solution generates quite different experience benefits compared with the inhouse solution. On the one hand this indicates that they may be used to serve different patient segments. On the other hand, our analysis suggests ways in which in-house and eHealth elements may be combined. We argue, that the level of trust a patient gains in prevention or therapy programs can be increased substantially by this combination. Some innovative examples for ICT-based eHealth approaches are mentioned for illustration.
Recommended Citation
Simons, Luuk P.A. and Hampe, J. Felix, "Service Experience Design for Healthy Living Support: Comparing an In-House with an eHealth Solution" (2010). BLED 2010 Proceedings. 12.
https://aisel.aisnet.org/bled2010/12