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For Customer Experience Professionals

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

July 29, 2010

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  • By Elizabeth Boehm
  • with William Chu,
  • Harley Manning,
  • Jennifer Peterson

Why Read This Report

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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  • Consumers Cite Ignorance, Privacy, And Low Value As PHR Barriers