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DTSTAMP:20251016T135132Z
LOCATION:Grand  E/F
DTSTART;TZID=America/Chicago:20251014T152000
DTEND;TZID=America/Chicago:20251014T154000
UID:HFESAM_ASPIRE 2025_sess284_ICS125@linklings.com
SUMMARY:From Clicks to Care: Understanding Patient Experiences in Digital 
 Healthcare Journeys
DESCRIPTION:Eleni Alexandra Katsarakes (Old Dominion University) and Kim S
 alazar (Nielsen Norman Group)\n\nThe rapid digitization of healthcare has 
 transformed how patients engage with care systems, moving core activities 
 like scheduling, prescription refills, and provider communication into vir
 tual environments. While these tools offer clear benefits in convenience a
 nd access, they often fall short of delivering seamless, patient-centered 
 experiences. This study investigates how patients navigate the increasingl
 y hybrid landscape of digital and in-person care. Through a longitudinal d
 iary study and in-depth interviews with a diverse group of participants, w
 e analyzed 93 real-world healthcare interactions spanning digital platform
 s and physical touchpoints. Findings reveal that while patients readily ad
 opt digital tools for routine tasks, particularly via smartphones, signifi
 cant friction emerges in more complex interactions such as pre-appointment
  processes. Participants frequently encountered fragmented workflows, redu
 ndant administrative forms, and non-intuitive interfaces that disrupted ca
 re continuity. Many touchpoints, though functional, failed to anticipate u
 ser needs or accommodate varying levels of digital literacy. These insight
 s underscore the need to move beyond simple digitization toward adaptive s
 ystems that align with patient expectations. We argue for the redesign of 
 patient-facing technologies not just as administrative extensions, but as 
 integral components of the healthcare experience - capable of bridging dig
 ital touchpoints with physical care to support more intuitive, equitable, 
 and efficient patient journeys.\n\nTrack: User Experience\n\nMini-Conferen
 ces: UX Mini-Conference\n\nSession Chairs: Saeid Alimoradi (Virginia Polyt
 echnic Institute and State University) and Bhargav Upadhyay (Clemson Unive
 rsity)\n\n
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