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A Web-Based, Mail-Order Sexually Transmitted Infection Testing Program: Qualitative Analysis of User Feedback
Abagail Edwards1, Aries Nuño1, Christopher Kemp1
1Center for Indigenous Health, Department of International Health, Johns Hopkins Bloomberg School of Public Health, Baltimore, MD, United States.
JMIR Formative Research
|September 11, 2023
Summary
The IWantTheKit (IWTK) platform uses user feedback to improve its mail-order sexually transmitted infection (STI) testing services. Programmatic changes enhance user experience, retention, and access for high-priority populations.
Area of Science:
- Public Health
- Digital Health
- Infectious Disease Epidemiology
Background:
- Rising sexually transmitted infections (STIs) in the US necessitate accessible testing alternatives.
- The COVID-19 pandemic limited traditional STI testing, increasing the need for remote options.
- IWantTheKit (IWTK) offers free, confidential, self-administered STI testing kits via mail.
Purpose of the Study:
- Analyze user experiences with the IWTK platform using routine data.
- Optimize user retention and expand reach to high-priority populations.
- Implement service improvements based on user feedback.
Main Methods:
- Thematic analysis of 254 deidentified free-text user submissions from the IWTK website.
- Data collected from May 2021 to January 2022.
- Two independent analysts used a predefined codebook.
Main Results:
- User feedback focused on website functionality and personal experiences.
- Common requests included order status, address changes, and clinical information.
- Users reported on risk behaviors and sought treatment options.
Conclusions:
- Routine data analysis can drive programmatic improvements for mail-order STI testing.
- IWTK implemented website enhancements like order tracking and direct care linkage.
- User feedback is crucial for optimizing STI testing programs and expanding access.
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