ASIS&T;
Since 1937, ASIS&T; has been the society for information professionals leading the search for new and better theories, techniques, and technologies to improve access to information.
Go See the Doctor!
The health industry is a complex field. It has to deal with many different stakeholders, complicated legislation, and an overload of regulations. As a result, the healthcare industry is not primarily focused on the most important stakeholder: the patient. Fortunately, over the past few years, the emergence of more and more online healthcare services (Electronic Health Records, patient portals) and a development in technological possibilities (eHealth, mHealth) has resulted in more attention for a 'patient-centered' approach. However, these products and services are very often developed from the perspective of only one user group.
In order to work towards more meaningful and valuable products and services we believe that the healthcare industry can profit from an approach that we like to describe as a 'network approach'. The 'network approach' aims to involve multiple stakeholder groups and solves 'network problems' that are felt by all user groups.
To demonstrate the opportunities of such an approach, we have conducted research into the customer journey of going to the general practitioner, seen from the perspectives of multiple stakeholders. The story of this journey will be shared with the audience, along with the most important pain points of this 'network'. A possible solution for one of the network problems is shared through the details on a graduation project by Joris van Kruijssen.
Martje van der Linde
Martje van der Linde is the Research Director of User Intelligence. Martje is dedicated to make users have happier, more satisfying and easier experiences with (medical) products. She enjoys to deliver those experiences based on a firm and factbased understanding of users' needs and motivations. Contextmapping, customer journeys, diary studies, service design but also quantitative user testing are within her area of specialism.
