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Focus of the Month - December 9, 2005 Agenda
Improving Online Adoption - The Secrets of Scenario Based Design
Friday, December 9, 2005 - 9:00-11:00am
Massachusetts Health Data Consortium, Waltham, MA
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Description
Healthcare organizations of all types continue to face the ongoing challenge of increasing adoption of their online channel. From health plans to providers, hospitals to physician organizations, enabling customers to use the online channel for greater levels of self service remains a key success metric for many reasons:
- Reduced costs of servicing customers via the online channel
- Increased competitive pressure to provide more robust features and capabilities
- Enhanced ability to capitalize on the trend of individuals taking greater control over their healthcare situation
Ideally, a web site should reflect the needs, desires and attitudes of the customers who use it. But how does an organization effectively segment its customers to know who to target in the online world? How can you determine exactly what your customers' goals are online? How can you ensure that the online features and functionality you provide for your customers will in fact be used?
Molecular works with leading firms in healthcare, including Blue Cross Blue Shield of Massachusetts and Fallon Community Health Plan to address these challenges and ensure that clients and their customers get the most value from online channels.
Using a case study format, this presentation will focus on how the methodologies of scenario-based design including: usability testing, persona development, contextual inquiries and user surveys, can help match business goals to the specific requirements of a customer base. Time will also be spent on how healthcare organizations can effectively integrate and implement emergent technologies to deliver maximum value for their customers and their business.
Speakers
- Kristen Yerardi - Principal Consultant, User Experience, Healthcare Practice
- Gessica Silverman - Senior Consultant, User Experience, Healthcare Practice
- Scott Cleversey - Healthcare Practice Director
Presentation
Target Audience
CEO's, CIO's, Senior Management, and technical staff responsible for contributing to the success of online initiatives that focus on empowering a customer base (providers, payers, TPA's, etc.)
For further information on any of our conferences and events, please contact Jerilyn Heinold, Director of Education, via e-mail. If you would like information on exhibiting opportunities for Focus of the Month or other events, please contact Arleen Coletti, Director of Member & Exhibiting Services via e-mail or by phone (781)768-2512.
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