Redesigning Our National Health Information Services – Development of a User Centric Design Methodology to Improve Digital Health Information Services.
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Abstract
Healthdirect Australia was formed by the joint council of Australian Governments to procure, design, deliver and operate national health services on it’s behalf. The company initially focused on meeting health information seekers needs through telephony services such as the nurse triage and after hours GP helplines. As people continue to adopt and utilise new technology to fulfill their health information seeking needs, the service delivery portfolio has needed to broaden to provide these services across a range of platforms.
As with many countries around the world, our research highlighted that over 84% of people go online first for health information versus 3% to a telephony service, and increasingly the lines are being blurred with smart devices and tablets having both an internet and telephony component.
This provided us with an opportunity to redesign all of our digital health services. Over the course of the last 18 months we have utilised user centric design philosophy to engage with key user groups and stakeholders and involve them in the design process to help successfully deliver functional, usable, beautiful services that meet user needs.
This presentation will showcase the methodology developed at Healthdirect Australia in redesigning our national health information and access services and it will present the new services, including data and analytics on the user acceptance and statistics of success since launch.
The services are:
• mindhealthconnect
The national gateway to finding trusted online mental health services and information and a key deliverable of the Governments National eMental Health Strategy it provides an innovative Guided Search tool to help users navigate the wealth of information available and access programs, services and tools that are appropriate for their needs.
• National Health Service Directory
A major piece of the Australian eHealth infrastructure, Healthdirect Australia has brought together all the various health services databases from around Australia into one repository to enable people from any device to be able to easily find and access trusted health services such GP’s, Hospitals, Pharmacy and emergency departments.
• Pregnancy birth and baby
A dual service with a telephony and digital aspect that provides counseling, support and information to women and their friends and families in regards to pregnancy and early childhood.
• Healthinsite
National health information gateway to enable Australians to access non commercial, trusted health information. Working with over 90 partners such as academic and educational institutions, NGO’s and government agencies to bring together a broad range of content across all areas of health and present this to users in a way that helps all Australians make an informed choice of what to do next for their or their loved ones health care needs.
As with many countries around the world, our research highlighted that over 84% of people go online first for health information versus 3% to a telephony service, and increasingly the lines are being blurred with smart devices and tablets having both an internet and telephony component.
This provided us with an opportunity to redesign all of our digital health services. Over the course of the last 18 months we have utilised user centric design philosophy to engage with key user groups and stakeholders and involve them in the design process to help successfully deliver functional, usable, beautiful services that meet user needs.
This presentation will showcase the methodology developed at Healthdirect Australia in redesigning our national health information and access services and it will present the new services, including data and analytics on the user acceptance and statistics of success since launch.
The services are:
• mindhealthconnect
The national gateway to finding trusted online mental health services and information and a key deliverable of the Governments National eMental Health Strategy it provides an innovative Guided Search tool to help users navigate the wealth of information available and access programs, services and tools that are appropriate for their needs.
• National Health Service Directory
A major piece of the Australian eHealth infrastructure, Healthdirect Australia has brought together all the various health services databases from around Australia into one repository to enable people from any device to be able to easily find and access trusted health services such GP’s, Hospitals, Pharmacy and emergency departments.
• Pregnancy birth and baby
A dual service with a telephony and digital aspect that provides counseling, support and information to women and their friends and families in regards to pregnancy and early childhood.
• Healthinsite
National health information gateway to enable Australians to access non commercial, trusted health information. Working with over 90 partners such as academic and educational institutions, NGO’s and government agencies to bring together a broad range of content across all areas of health and present this to users in a way that helps all Australians make an informed choice of what to do next for their or their loved ones health care needs.
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