User-centered design for personalization

In chapter 1, I introduced the concept of personalization and showed how tailored electronic communication is the product of centuries of evolution. Personalization involves gearing communication towards an individual’s characteristics, preferences and context. User-Centered Design (UCD) was proposed as a means to achieve a good fit between personalized communication and the individual user. This means that design of personalization should include an initial focus on users and their tasks, studies should be conducted that focus on actual user behavior and perceptions, and finally, an iterative design approach should be applied. In this way, problematic issues related to specific, personalized usability issues, such as privacy or a need for control, can be prevented.\ud Chapter 2 addressed an early stage in the UCD process of personalization to determine the role of trust in the organization providing personalization, trust in the technology, and perceived controllability in relation to the intention of potential users to use online content personalization. Using an online questionnaire, 1,141 participants were demonstrated four common approaches to online content personalization and a non-personalized baseline condition with respect to a fictive municipality. We assessed participant perceptions of the aforementioned factors and determined their influence on the intention to use the different approaches to online content personalization. Trust in the organization appeared to play no role in the decision to use online content personalization. Trust in the technology had a moderate effect on the intention to use, while perceived controllability was overall the most important antecedent. When designing online content personalization, it is therefore most important to provide users with the option to control personalization. Next, users should be assured that they are interacting with an organization in a secure electronic environment.\ud The requirements engineering phase was focus of chapter 3. In that chapter, we proposed a user-centered approach to requirements engineering for personalized e-Government services and demonstrated its value by means of a case study. The approach utilized interviews and formulated requirements by focusing on concrete and measurable criteria, low-fidelity prototyping, and evaluating by means of a citizen walkthrough. The case study reaffirmed the importance of applying an iterative approach to design, as the translation of user input into system design may not align with the original characteristics, preferences and contexts of the user. Furthermore, using a citizen walkthrough, the proposed approach succeeded in making personalization understandable to participants, which is an important objective for evaluating personalization. Finally, the case study demonstrated that a multidisciplinary design team is a crucial aspect of creating personalized e-Government services.\ud In chapter 4, we reviewed literature that focused on user-centered evaluation of personalization (i.e., evaluations that include an assessment of subjective criteria or the identification of usability problems). The findings indicate that current user-centered evaluations, as reported in the scientific literature, are not well-aligned with the principles of UCD. Questionnaires appeared to be exceedingly popular, while methods that have been found to identify usability problems well, such as thinking-aloud techniques, are only used sparingly. Specific usability issues for personalization are only rarely a topic of investigation. In the last few years, however, an increasing number of publications have reported on evaluations that focus on acceptance, iterative design or system trust. This trend suggests that personalization researchers are becoming aware of the added value of user-centered evaluations and are starting to make it part of their common research practice.\ud Chapter 5 reported a comparison of the usefulness of three methods (i.e., interviews, questionnaires with open-ended questions and concurrent thinking-aloud techniques) for identifying usability issues in personalized systems. Thinking-aloud was the only method that uncovered all critical and serious problems related to personalization as well as usability problems not related to personalization. Furthermore, it was also the method that best elicited participant feedback on the perceived quality of personalized output. Comments on the specific usability issues for personalization were elicited best by the questionnaire. Therefore, when evaluating a personalized system in order to obtain input for redesign purposes, we recommend a combination of thinking-aloud techniques and questionnaires with open-ended questions that address specific usability issues in personalization

An Interoperable eHealth Reference Architecture for Primary Care

eHealth is still not widely used in primary care, because barriers still exist around integrated and interoperable technological infrastructures for eHealth. This paper describes the design of an interoperable eHealth reference architecture for primary care and its evaluation with experts. This reference architecture aims to facilitate IT specialists in setting up interoperable eHealth infrastructures within primary healthcare organizations. The design of the reference architecture was based on the results of 14 working sessions with 10 eHealth Small and Medium sized Enterprises (SMEs) and the theory behind the Refined eHealth European Interoperability Framework (ReEIF). The evaluation with experts revealed additional conditions that – next to the reference architecture – are needed before interoperable eHealth in primary care can actually be achieved

Advancing telemedicine services for the aging population: The challenge of interoperability

We reflect on our experiences in two projects in which we developed interoperable telemedicine applications for the aging population. While technically data exchange could be implemented technically, uptake was impeded by a lack of working procedures. We argue that development of interoperable health technology for the aging population should go accompanied by a thorough study into working protocols by consulting all end-users and stakeholders

Gebruik van nieuwe media tijdens een infectieziekte-uitbraak

De opkomst van de nieuwe media (Facebook, Twitter en Wikipedia) biedt nieuwe mogelijkheden om te communiceren met burgers in tijden van een infectieziekte-uitbraak. Op dit moment is het echter onduidelijk welke rol zij kunnen spelen tijdens een uitbraak. Moeten GGD’en bijvoorbeeld gaan twitteren om burgers op de hoogte te houden? In andere crisissituaties, zoals natuurrampen (1) of de Arabische lente (2) bleken sociale media zeer waardevol, wat de indruk wekt dat ook publieke gezondheidsorganisaties deze media moeten meenemen in hun crisiscommunicatieplan. Deze studie wil bijdragen aan het vormgeven van deze communicatieplannen en heeft als hoofdvraag: Gebruiken burgers nieuwe media tijdens een infectieziekte-uitbraak om op de hoogte te blijven en om antwoorden te vinden op hun vragen? En indien dit het geval is, welke nieuwe media gebruiken ze dan en met welk doel

eLabEL: Technology-supported living labs in primary care

Telecare technologies and eHealth applications can support patients and care professionals. However, these technologies are currently not being implemented in primary care. The eLabEL project aims to contribute to a solution for this problem by establishing Living Labs in which patients, healthcare professionals, entrepreneurs and researchers collaborate during the selection, integration, implementation and evaluation of such technologies in primary care. So far, seven primary care centers across the Netherlands have been included. Needs and requirements of healthcare professionals and patients regarding telecare technologies and eHealth applications were studied using semi-structured interviews and focus group interviews respectively. Healthcare professionals and patients were positive towards the use of technologies that can improve accessibility of care for the entire patient population and also expressed a need for technologies that can support self-management in patients with chronic conditions. Requirements voiced by care professionals were the need for clear organization of the user-interface, availability of workflow directives for eHealth usage, minimal steps to perform a task, and integration with their current information system. Patients indicated that care technology should be easy to use and easy to learn, should provide real-time feedback based on self-measured data, and should improve communication between patients and healthcare professionals. Entrepreneurs from the eLabEL consortium will integrate their eHealth and telecare services to meet the requirements of the end-users. The large scale implementation of these technologies will be monitored and the impact on experiences of patients, professionals and organization of care will be studied during a two-year follow-up study. Stakeholders of the eLabEL consortium will join forces to advance the large scale implementation of telecare technologies and eHealth applications in primary care