User Experience of Digital Healthcare Services in Finland from the Customer Perspective
Komarova, Alena (2024)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024051512081
https://urn.fi/URN:NBN:fi:amk-2024051512081
Tiivistelmä
This thesis explores the user experience of digital healthcare solutions in Finland, focusing on the customer’s experience. During the past two decades digitalisation became deeply integrated into healthcare in Finland. Ongoing technological advancements are causing products to become increasingly complex and challenging to use. The importance of user experience rapidly expands as it enhances understanding of users' interactions with the product. This thesis is targeted to healthcare professionals as it investigates main aspects and sources of user experience of digital healthcare platforms in Finland.
This thesis reviews the data of academic studies conducted between 2016 and 2023 with a purpose to identify customer experiences with digital healthcare platforms in Finland. Altogether 13 academic articles were selected for this thesis work. A systematically performed descriptive literature review was conducted focusing on healthcare customer experience with the aim to address the main aspects of user experience that existing studies of digital healthcare platforms have revealed. Additionally, the aim is to identify the sources of user experience of digital healthcare platforms from customer perspective. The thesis was conducted in collaboration with Diaconia University of Applied Sciences (Diak) and provides insights for healthcare professionals and students in the field.
Thematic data analysis was performed with selected articles revealing in various ways how customers benefit from digital healthcare services. Healthcare customers appreciate convenience, flexibility, and accessibility of digital healthcare services. Digital healthcare services provide customers with needed support and motivate their active involvement in care. However, customer feedback also calls for improved affordability, usability, and engagement features, as well as better access to health information and improved communication between healthcare customer and healthcare provider via digital healthcare services. Understanding these experiences is vital as it can illuminate developmental needs in digital healthcare solutions.
Keywords: UX, digital healthcare, digital solutions, customer perspective, Finland
This thesis reviews the data of academic studies conducted between 2016 and 2023 with a purpose to identify customer experiences with digital healthcare platforms in Finland. Altogether 13 academic articles were selected for this thesis work. A systematically performed descriptive literature review was conducted focusing on healthcare customer experience with the aim to address the main aspects of user experience that existing studies of digital healthcare platforms have revealed. Additionally, the aim is to identify the sources of user experience of digital healthcare platforms from customer perspective. The thesis was conducted in collaboration with Diaconia University of Applied Sciences (Diak) and provides insights for healthcare professionals and students in the field.
Thematic data analysis was performed with selected articles revealing in various ways how customers benefit from digital healthcare services. Healthcare customers appreciate convenience, flexibility, and accessibility of digital healthcare services. Digital healthcare services provide customers with needed support and motivate their active involvement in care. However, customer feedback also calls for improved affordability, usability, and engagement features, as well as better access to health information and improved communication between healthcare customer and healthcare provider via digital healthcare services. Understanding these experiences is vital as it can illuminate developmental needs in digital healthcare solutions.
Keywords: UX, digital healthcare, digital solutions, customer perspective, Finland