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For Customer Experience Professionals

Mobile And Social Gain Ground In Wellness And Disease Management

Consumers Report On Program Availability, Usage, And Relevance

December 1, 2010

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  • By Elizabeth Boehm
  • with Jennifer Peterson,
  • Belle Bocal,
  • Ron Rogowski

Why Read This Report

Forrester surveyed US online nonelderly commercially insured consumers to find out how open they are to using health management programs offered by their health plan or employer and in which channels those programs are currently available. We found that a slight majority are either open to the programs or unsure about them. Consumers reported that access to these programs ranges from 37% for online wellness programs to only 14% for health support on a mobile phone. But when offered, consumers reported the highest usage for mobile and social solutions. To boost engagement with wellness and disease management programs, customer experience professionals should use the people, objectives, strategy, and technology (POST) method to bring the right tools to the right programs, while conducting user research to match technologies to audiences and objectives.

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