Trends Report

Optimize Self-Triage Tools To Help Consumers Today And Beyond COVID-19

May 8th, 2020
Arielle Trzcinski, Principal Analyst
Arielle Trzcinski Principal Analyst
Andrew Hogan, null
Andrew Hogan

Summary

Consumers have been pushed to use self-triage tools before they receive care, but Forrester’s data shows a lack of consumer confidence in the accuracy of their recommendations. Beyond the pandemic, self-triage will play a critical role in the digital front door; healthcare organizations (HCOs) must make key decisions now to impact the long-term effectiveness of these solutions. Not all self-triage solutions are created equal: Forrester analyzed eight of the most popular and widely adopted solutions in the market today; more than 100 users weighed in on how to further optimize this capability. As organizations optimize these tools, it’s imperative for them to design experiences that reassure consumers, use clear and concise language, and provide seamless and actionable recommendations at the end of the journey.

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