Delivering consumer health information digitally: a comparison between the web and touchscreen kiosk

Employing survey and web log data the study presented here compares the use and users of two digital health information platforms geared toward consumers-web-sites and touchscreen information kiosks. The kiosks featured are those supplied by InTouch With Health and the web-site is surgerydoor (some analysis of NHSDirect Online is also supplied). Problems of making direct comparisons between the two platforms are discussed and comparative figures provided. The two platforms were compared using the following metrics: page view time, session duration, number of sessions conducted, pages viewed per session, and topic/subject of pages viewed. Possible reasons for the differences between the two platforms are discussed, including the environment in which they are housed, the proximity of the platform to the user, the specific purpose of the individual platform, the different audiences served, the extent of delegation, the computer literacy of the audiences served, the quantity and comprehensiveness of the platform's information, and user's perceptions of authority. The research reminds and informs web-site and kiosk designers of the different audiences that they serve. The work reported here forms part of a Department of Health funded study which is evaluating digital health information provision to the consumer, in particular the use and impact of more than seventy heath kiosks located in all kinds of locations throughout the United Kingdom.