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PHTY2240 MSE > L33: Patient Perspectives on Technology in Healthcare > Flashcards

L33: Patient Perspectives on Technology in Healthcare Flashcards

1
Q

What are 2 Consumer Perspectives on Technology?

A
  1. Consumer adoption
  2. Consumer experience
  • Get them to use it
  • Keep using it in the future
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2
Q

What is the consumer decision making as stages in the consumers decision-making process?

A
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3
Q

What is the decision making for wearables?

A
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4
Q

What is consumer adoption in the decision making for wearables?

A
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5
Q

What is the Motivation -Maslow’s Hierarchy of Needs?

A
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6
Q

What is the motivation- Psychoanalytic Theory?

A
  • 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.
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7
Q

What are the types of consequence for motivational outcomes?

A
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8
Q

What are the 4 Psychological Influences that Motivate Consumers?

A
  1. Perception/state of mind
  2. Attitudes and Values
  3. Personality
  4. Psychographic Influences
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9
Q

What is a characteristics of “Perception/state of mind” as a Psychological Influences that Motivate Consumers?

A

affects how people perceive information as well as determines the particular pattern of consumer behaviour

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10
Q

What are the 2 characteristics of “Attitudes and Values” as a Psychological Influences that Motivate Consumers?

A
  1. attitudes are learned and deeply set (Quite hard to change)
    • Positive and negative
  2. influence how consumers evaluate products, institutions, new products and messaging
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11
Q

What are the 2 characteristics of “Personality” as a Psychological Influences that Motivate Consumers?

A
  1. consistent and enduring traits
  2. distinctive characteristics that make people individual

Openness to experience

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12
Q

What are the 2 characteristics of “Psychographic Influences” as a Psychological Influences that Motivate Consumers?

A
  1. lifestyle and psychological characteristics that have a bearing on how people make decisions
  2. AIO: Activities, Interests and Opinions Demographics - age, gender
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13
Q

What are the Models of Decision-Making and Adoption?

A
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14
Q

What is Theory of Planned Behaviour?

A
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15
Q

What is the decision making model?

A
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16
Q

What is the Technology Acceptance Model [TAM]?

A
17
Q

What is the advanced Technology Acceptance Model [TAM]?

A
18
Q

What is technology adoption?

A
19
Q

What is the importance of this part?

A

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
20
Q

Customer experience lives entirely in the _____ of your customers

A

minds

21
Q

What are 6 characteristics of customer needs?

A
  1. Cognitive- think
  2. Emotional- feel
  3. Sensory
  4. Behavioural
  5. Socially (relational)
  6. Value (lifestyle, spiritual)
22
Q

What are 4 drivers of consumer experience in this digital age?

A
  1. Immediacy (speed of access)
    • Looking for immediate response
  2. Responsiveness
    • Technology is giving something that patient haven’t had access to before
  3. Convenience
  4. Personalisation
    • Knows capabilities and has all the data in storage The more immediate the response = more likely to comply
23
Q

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”?

A

How are these people’s lives different, what can be a touch point?

  1. Reveals the gaps between the desired customer experience and the actual outcome;
  2. Identify broken, unfriendly processes;
  3. Recognises service accessibility gaps;
  4. Lost opportunities
  5. Pre-empt needs.
24
Q

What are the actions?

A

What tasks/actions does the consumer want to complete in each stage of the treatment

25
Q

What are questions?

A

What questions does the customer have at that Eg. what would make this person happy to move to next stage? (eg. coming into hospital every day = annoying; doesn’t want people to know about condition = need to make sure it is confidential stage?-

26
Q

What are emotions (happy moments/pain points)?

A

What is the user feeling at his stage of the process; Positive experiences or frustrations and annoyances that spoil the experience

27
Q

What are moment of truths?

A

make or break moments in the journey which present key opportunities to engage, impress or acquire the customer; a positive interaction that leaves a lasting impression

28
Q

What are the 3 characteristics of Empathy exercise for your patient segment?

A
  1. What are they thinking and Feeling i.e. What are their concerns? What are their preoccupations? What really matters to them?
  2. What are they seeing in their future? What are their health goals? Are they committed to keep up treatment?
  3. What does their day entail? – do they use technology, how, when, why? What does it mean to them?
29
Q

What are 7 characteristics of Enhancing Customer Experience?

A
  1. Ensure technology creates meaningful interactions
  2. Based on an understanding of the entire customer journey
  3. Understand which factors have the most influence on customer satisfaction and loyalty/adherence
  4. Healthcare technology enhances customer experience through offering:
  5. Use the information you know to add value (holistic value to customer) – design tailor made products, services and education strategies
  6. Engage customer from beginning-to-end Co-create Customer (increase adherence) Experience
  7. Build trust and loyalty
30
Q

What are 2 characteristics of understanding of the entire customer journey in enhancing customer experience?

A

• Gather information from each customer touch-point and track use/perceptions • Identifying customer needs, desires, attitudes, pain points and moments of truth

31
Q

What are 4 characteristics of “healthcare technology enhances customer experience” in enhancing customer experience?

A

Seemless solutions On demand services Intuitive interfaces Personalised interactions

32
Q

What is a characteristic of add value (holistic value to customer) – design tailor made products, services and education strategies in enhancing customer experience?

A

i.e. young urban dwellers are 2.5x more likely to value digital wellness tools and wellness programs [PwC Experience Radar]

PHTY2240 MSE (17 decks)

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