Data Snapshot

Consumer Interest Doesn’t Guarantee Use Of Digital Healthcare Tools

June 18th, 2021
Daniel Hong, null
Daniel Hong
Eric Bellomo, null
Eric Bellomo
With contributor:
Peter Harrison

Only 16% of US online adults with health insurance use their healthcare provider’s mobile app, per the Forrester Analytics Consumer Technographics® US Healthcare Recontact Survey, 2020. However, 61% of US online adults use online resources to learn about their health — with a clear preference for WebMD — and 43% are interested in learning about their care needs via a provider website or app. To increase the ROI and utility of self-triage tools and digital front doors, HCOs must improve usability, consumer awareness, and interoperability. This report provides a snapshot of Forrester's data on consumer use of digital healthcare tools.

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