Understanding Customer Experience with Healthcare Mobile Applications

This study addresses the critical need to enhance patient’s experience with healthcare mobile applications. With the exponential growth of healthcare apps over the past decade, it is imperative to understand the patients’ perceptions of what is lacking and how healthcare mobile applications can be improved in terms of design, features, and communication between patients and providers, such as doctors or hospitals. This research was conducted in four phases: gathering insights into User-Interface (UI) and User-Experience, constructing a patient-focused survey, experimenting with various UI designs, and statistically analyzing survey responses about hospital mobile applications. Key findings from 82 responses highlighted the necessity to redesign both hospital app transaction processes and the apps themselves in terms of functionality and UI. Technological innovations like chatbots were underutilized due to the lack of affective computing in developing these features and a reported lack of user awareness. Regarding UI preferences, respondents favored larger text, less bold text, and blue as the primary color. Future developments should include direct communication with doctors and self-check-in features. Addressing these areas can significantly enhance patient satisfaction and engagement with healthcare mobile applications, particularly hospital apps.