L33: Patient Perspectives on Technology in Healthcare Flashcards
What are 2 Consumer Perspectives on Technology?
- Consumer adoption
- Consumer experience
- Get them to use it
- Keep using it in the future
What is the consumer decision making as stages in the consumers decision-making process?
What is the decision making for wearables?
What is consumer adoption in the decision making for wearables?
What is the Motivation -Maslow’s Hierarchy of Needs?
What is the motivation- Psychoanalytic Theory?
- Consumers’ motivations for purchasing are often very complex and unclear to the casual observer - and to the consumers themselves.
- Many purchases are driven by deep motives one can determine only by probing the subconscious.
What are the types of consequence for motivational outcomes?
What are the 4 Psychological Influences that Motivate Consumers?
- Perception/state of mind
- Attitudes and Values
- Personality
- Psychographic Influences
What is a characteristics of “Perception/state of mind” as a Psychological Influences that Motivate Consumers?
affects how people perceive information as well as determines the particular pattern of consumer behaviour
What are the 2 characteristics of “Attitudes and Values” as a Psychological Influences that Motivate Consumers?
- attitudes are learned and deeply set (Quite hard to change)
- Positive and negative
- influence how consumers evaluate products, institutions, new products and messaging
What are the 2 characteristics of “Personality” as a Psychological Influences that Motivate Consumers?
- consistent and enduring traits
- distinctive characteristics that make people individual
Openness to experience
What are the 2 characteristics of “Psychographic Influences” as a Psychological Influences that Motivate Consumers?
- lifestyle and psychological characteristics that have a bearing on how people make decisions
- AIO: Activities, Interests and Opinions Demographics - age, gender
What are the Models of Decision-Making and Adoption?
What is Theory of Planned Behaviour?
What is the decision making model?
What is the Technology Acceptance Model [TAM]?
What is the advanced Technology Acceptance Model [TAM]?
What is technology adoption?
What is the importance of this part?
Can get them to use it but it is difficult for them to keep “sticking with it
- Keep trying it –> get them to end goal
Customer experience lives entirely in the _____ of your customers
minds
What are 6 characteristics of customer needs?
- Cognitive- think
- Emotional- feel
- Sensory
- Behavioural
- Socially (relational)
- Value (lifestyle, spiritual)
What are 4 drivers of consumer experience in this digital age?
- Immediacy (speed of access)
- Looking for immediate response
- Responsiveness
- Technology is giving something that patient haven’t had access to before
- Convenience
- Personalisation
- Knows capabilities and has all the data in storage The more immediate the response = more likely to comply
What are 5 characteristics of customer journey mapping to “help practitioners to evolve from a treatment approach to one that focuses on holistic care built on consistency and trust”?
How are these people’s lives different, what can be a touch point?
- Reveals the gaps between the desired customer experience and the actual outcome;
- Identify broken, unfriendly processes;
- Recognises service accessibility gaps;
- Lost opportunities
- Pre-empt needs.
What are the actions?
What tasks/actions does the consumer want to complete in each stage of the treatment
