By Arnie Guha and Brent Diverty

As organizations that manage, support and deliver health care in Canada move forward with e-health initiatives, it is important to keep in mind the two factors that drive the success of online environments. One is — of course — technology. The other is a deep and thorough understanding of the online user constituency and what influences the online user experience.

The online user experience

The online user experience is a function of several factors that go far beyond the parameters of the computer screen or the virtual scope of the network. They range from “core tangibles” (such as the content and the functionality) to client or stakeholder communications, delivery, fulfilment and pricing or opportunity costs.

In the case of an e-health application, the online user experience is determined by more than user needs. It is also affected by: