1,720,952 research outputs found
Multi-channel services for click and mortars: Development of a design method
No full textThe rise of Internet commerce led to multiple predictions of disintermediation and the decline of physical shopping. However, a "click and mortar" approach, which combines online, offline and telephone contact, has added value for customers and for supplier profitability, as recent research confirms. Our research objective was to help organizations design Internet services for a multi-channel context. We compared several existing (service) design methods, and combined them into the "Multi-channel QFD" (MuCh-QFD) method, which was tested for effectiveness in a structured field experiment. The method consists of a standardized intake and a service definition session of four hours with multiple stakeholders. We developed a control group session with an alternative design approach: "Fundamental Engineering" (FE). The performance of both sessions is compared on: customer orientation, channel coherence, channel synergy, competitive positioning, process progression, process focus and stakeholder communication. The main conclusion is that MuCh-QFD sessions perform significantly better than FE sessions on customer orientation (p<0.001), channel coherence (p=0.01) and communication between stakeholder perspectives like sales, service, marketing, ICT and processes (p<0.001). The value of MuCh-QFD is: starting from customer priorities, explicitly connecting them to service functionality priorities, incorporating multi-channel customer needs and functions, connecting stakeholder perspectives and aiding the communication of design decisions after sessions. Finally, the field experiment illustrates a promising paradigm for developing and testing design methods via standardized half-day sessions.Technology, Policy and Managemen
Health Literature Hybrid AI for Health Improvement: A Design Analysis for Diabetes & Hypertension
No full textIncreasingly, front runner patients and practitioners want to use state-of-the-art science for rapid lifestyle based cure of diseases of affluence. However, the number of new health studies per year (>500.000) is overwhelming. How to quickly assess state-of-the-art and use new opportunities for rapid patient DIY (Do-It-Yourself) health improvement? In order to develop a health literature hybrid AI to aid DIY rapid health improvement, we analyze user side functional requirements. A cross case design analysis is conducted for hypertension and T2D (Type 2 Diabetes), two major cardiometabolic conditions in our society. Our analysis shows that current DIY health support is ‘watered down’ advise, prone to medicalizing rather than empowering patients. We propose hybrid AI user requirements and discuss how a 2030 hybrid AI health support system can stimulate new ways of working in health and cure.Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.Interactive Intelligenc
Is Google making us smart? Health self-management for high performance employees and organisations
No full textGlobally, the burden of disease is rising. High performance employees and organisations need to improve their health self-management options and skills. Unfortunately, there are an overwhelming number (> 500,000) of new health publications every year. We aim to design a health AI on top of Scholar Google, to support rapid employee do-it-yourself (DIY) health improvement. Thus, we analysed user requirements, based on design analyses for two cases: hypertension and type-2 diabetes (T2D), two major diseases of affluence in our society, which are reversible with healthy living. We show how a hybrid AI may empower employees instead of medicalising them. To conclude, we propose a next level of quantified self for worker health self-management.</p
Development of a multi-channel e-service design method: An extension for XQFD
No full textTechnology, Policy and Managemen
Verbetering in klantgerichtheid door geautomatiseerde klantfeedback: Een case-studie op de Klantbarometer.
No full textTechnology, Policy and Managemen
WhatsApp Peer Coaching Lessons for eHealth
No full textWhatsApp was evaluated as a peer coach group support tool in a healthy lifestyle intervention with 15 young professionals. These individuals were time-constrained professionals, so two design challenges were to create enough attractiveness and quality in the peer group interactions. There were three main health domains: food, physical activity, and mental energy. As a result of the 12 week pilot, there were 127 WhatsApp peer coaching inputs. The variety of inputs was better than in a previous pilot; peer coaching quality improved; plus there was more continuity following the initial two weeks. Community building remained a challenge, especially in the longer run. Two design solutions seemed to work: pre-designed coach-inputs across health domains, plus the instructions for a health advocate from the group, per health domain. Based on the results, the authors hypothesize that user needs in the first five weeks …Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.Interactive Intelligenc
EHealth WhatsApp for social support: Design lessons
No full textWhatsApp was evaluated as group support tool for a high impact healthy lifestyle intervention, with 11 young professionals. Users valued the WhatsApp group as an attractive social support addition to the existing eTools and personal coaching. Based on preliminary results: 1) the WhatsApp group generated higher participation than most other social media; 2) deploying social media use motives; 3) possibly due to the relatively high 'presence' and 'engagement' attributes of WhatsApp; 4) contributing to healthy behaviours and health advocacy. Peer coaching was confirmed as promising. However, participation declined after the initial weeks. A design lesson was that users wanted more support for community forming. Several improvement suggestions are provided.Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.Interactive Intelligenc
Microlearning mApp raises health competence: Hybrid service design
No full textWork place health support interventions can help support our aging work force, with mApps offering cost-effectiveness opportunities. Previous research shows that health support apps should offer users enough newness and relevance each time they are used. Otherwise the ‘eHealth law of attrition’ applies: 90 % of users are lost prematurely. Our research study builds on this prior research with further investigation on whether a mobile health quiz provides added value for users within a hybrid service mix and whether it promotes long term health? We developed a hybrid health support intervention solution that uses a mix of electronic and physical support services for improving health behaviours, including a mobile micro-learning health quiz. This solution was evaluated in a multiple-case study at three work sites with 86 users. We find that both our mobile health quiz and the overall hybrid solution contributed to improvements in health readiness, ?behaviour and -competence. Users indicated that the micro-learning health quiz courses provided new and relevant information. Relatively high utilization rates of the health quiz were observed. Participants indicated that health insights were given that directly influenced every day health perceptions, ?choices, coping and goal achievement strategies, plus motivation and self-norms. This points to increased user health self-management competence. Moreover, even after 10 months they indicated to still have improved health awareness, ?motivation and -behaviours (food, physical activity, mental recuperation). A design analysis was conducted regarding service mix efficacy; the mobile micro-learning health quiz helped fulfil a set of key requirements that exist for designing ICT-enabled lifestyle interventions, largely in the way it was anticipated.Intelligent SystemsElectrical Engineering, Mathematics and Computer Scienc
eHealth WhatsApp Group for Social Support: Preliminary Results
Full text linkWithin groups that are starting a healthy lifestyle intervention together, there is potential for social e-support, as an addition to individual coaching. However, the support technology should be low-tech, low-threshold and preferably already omnipresent. A WhatsApp group was chosen as support tool, given the large variety of groups normally coached: from elderly, IT-phobic diabetics to highly educated young professionals.In this explorative pilot study, 11 young professionals volunteered. Despite their time-constrained schedules, 81 user inputs were generated in the first weeks, and the users valued the WhatsApp group as an attractive social support addition to the existing eTools and personal coaching which have a more functional focus on individual progress. Based on preliminary results: a) the WhatsApp group generated higher participation than most other social media, b) deploying social media use motives, c) possibly due to the relatively high ‘presence’ and ‘engagement’ attributes of WhatsApp, and d) contributing to healthy behaviours and health advocacy.Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.Interactive IntelligenceNetwork Architectures and Service
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