Trends Report

Key Recommendations For Optimizing Self-Triage Tools To Help Consumers Today And Beyond COVID-19

June 5th, 2020
Arielle Trzcinski, Principal Analyst
Arielle Trzcinski Principal Analyst
Andrew Hogan, null
Andrew Hogan

Summary

Self-triage solutions have become prolific in the healthcare industry in response to the pandemic, but the value extends well-beyond COVID-19. It is imperative to optimize these solutions to improve the user experience. We heard from our UX study of 119 users that they want more capabilities, better guidance, and more information in self-triage tools. Keep these three things in mind: Keep the experience simple and use direct introductory screens to avoid information overload, set expectations and make progress cues clear, and do not leave consumers wondering what to do next.

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