Trends Report

Lack Of Awareness And Weak Design Hamper Adoption Of Internet-Based PHRs

July 29th, 2010
Elizabeth Boehm, null
Elizabeth Boehm
With contributors:
William Chu , Harley Manning , Jennifer Peterson

Summary

Internet-based personal health records (PHRs) give consumers a place to store and maintain their personal health histories, access tools that help monitor and improve health, and increasingly connect to external health data sources. So why are so few consumers using them? Forrester asked US online consumers who don't track any personal health information why they eschew Internet-based PHRs. Many didn't even know that these tools existed, but a substantial number cited privacy concerns and unclear value propositions as barriers. To win over health non-trackers, customer experience professionals need to both augment and market the value of PHRs.

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