Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool

Kojo, Inka; Heiskala, Mikko; Virtanen, Juho‐Pekka

doi:10.1007/978-3-319-07668-3_26

Cited by 4 publications

(2 citation statements)

References 24 publications

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“…Health care providers are increasingly being held accountable for the quality of services they provide; however, data collection is expensive, response rates are low, and turnaround times can be long. Although mHealth apps are common in the sector, and smartphones have been used to collect experience data in other industries [40,41], there has been little research into the use of mobile apps to collect in situ, location-based experience data in health care.…”

Section: Introductionmentioning

confidence: 99%

What Is Being Used and Who Is Using It: Barriers to the Adoption of Smartphone Patient Experience Surveys

Ng¹,

McMurray²,

Wallace³

et al. 2019

JMIR Form Res

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Background Smartphones are positioned to transform the way health care services gather patient experience data through advanced mobile survey apps which we refer to as smart surveys. In comparison with traditional methods of survey data capture, smartphone sensing survey apps have the capacity to elicit multidimensional, in situ user experience data in real time with unprecedented detail, responsiveness, and accuracy. Objective This study aimed to explore the context and circumstances under which patients are willing to use their smartphones to share data on their service experiences. Methods We conducted in-person, semistructured interviews (N=24) with smartphone owners to capture their experiences, perceptions, and attitudes toward smart surveys. Results Analysis examining perceived risk revealed a few barriers to use; however, major potential barriers to adoption were the identity of recipients, reliability of the communication channel, and potential for loss of agency. The results demonstrate that the classical dimensions of perceived risk raised minimal concerns for the use of smartphones to collect patient service experience feedback. However, trust in the doctor-patient relationship, the reliability of the communication channel, the altruistic motivation to contribute to health service quality for others, and the risk of losing information agency were identified as determinants in the patients’ adoption of smart surveys. Conclusions On the basis of these findings, we provide recommendations for the design of smart surveys in practice and suggest a need for privacy design tools for voluntary, health-related technologies.

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Section: Introductionmentioning

confidence: 99%

What Is Being Used and Who Is Using It: Barriers to the Adoption of Smartphone Patient Experience Surveys

Ng¹,

McMurray²,

Wallace³

et al. 2019

JMIR Form Res

View full text Add to dashboard Cite

show abstract

“…With over a thousand self-report survey apps and at least six thousand different health-related apps, use of apps for health and medical research and intervention is gaining attraction (Rosser & Eccleston, 2011). Self-report apps can be designed to mimic the web browsing experience (and thus involve a user experience similar to online surveys) or can have their own aesthetic more in line with mobile telephone interfaces (Kojo, Heiskala, & Virtanen, 2014). Researchers using apps may choose to use preexisting software, such as iSurvey, or design their own apps to meet their specific research goals (e.g., Fukuoka & Kamitani, 2011; Morris et al, 2010).…”

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confidence: 99%

Is SMS APPropriate?

Walsh

Brinker

2019

European Journal of Psychological Assessment

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Abstract. The ubiquity of mobile telephones worldwide offers a unique opportunity for bidirectional communication between researchers and participants. There are two ways mobile phones could be used to collect self-report data: via Short Message Service (SMS) or app (mobile telephone software applications). This study examined the comparative data quality offered by SMS and app, when mobile phone type, self-report instrument, and sampling schedule are controlled. One hundred ten undergraduate students used their own iPhones to complete the same repeated measures instrument on 20 occasions, responding either by SMS or by app. There were no differences between SMS and app respondents in terms of response rates or response delay. However, data from those responding via SMS was significantly less complete than from app respondents. App respondents rated their respondent experience as more convenient than SMS respondents. Though findings are only generalizable to an undergraduate sample, this suggests that researchers should consider using apps rather than SMS for repeated measures self-report data collection.

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Check-!n Toolkit for Capturing Guests’ Momentary Experiences Without Disturbing Their Traveling

Chuang

2021

Design, User Experience, and Usability: Design for Diversity, Well-Being, and Social Development

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Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool

Cited by 4 publications

References 24 publications

What Is Being Used and Who Is Using It: Barriers to the Adoption of Smartphone Patient Experience Surveys

What Is Being Used and Who Is Using It: Barriers to the Adoption of Smartphone Patient Experience Surveys

Is SMS APPropriate?

Check-!n Toolkit for Capturing Guests’ Momentary Experiences Without Disturbing Their Traveling

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