Improving service of online health information provision: A case of usage-driven design for health information portals

Bang Viet Nguyen (), Frada Burstein () and Julie Fisher ()
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Bang Viet Nguyen: Centre for Organisational and Social Informatics, Monash University
Frada Burstein: Centre for Organisational and Social Informatics, Monash University
Julie Fisher: Centre for Organisational and Social Informatics, Monash University

Information Systems Frontiers, 2015, vol. 17, issue 3, No 3, 493-511

Abstract: Abstract Health information portals (HIPs) are now well-established channels for providing reliable and relevant health information as a service to health information consumers. The concept of a smart health information portal was proposed to improve the search experience of HIP users, advancing HIPs learning capability by looking at usage data. This paper describes a design-science research project which utilized insights from usage data to address search issues. A conceptual approach and an architecture to enable usage-driven capability are described. We propose two specific applications, a HIP-specific content issue reporting tool and a topic search feature, to demonstrate how usage data can enhance HIP operations and users’ search experience. Based on the demonstrated implementations and empirical analysis, this paper also discusses how usage-driven design can lead to improved service in online health information provision.

Keywords: Health information portal; Design research; Usage-driven design; Usage data analysis (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (8)

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DOI: 10.1007/s10796-014-9507-4

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