Problem Detection and Optimization of a Personal Health Record Driven by a Helpdesk Support Tool

Area of Science:

• Health Informatics
• Human-Computer Interaction
• Digital Health

Background:

• Personal Health Records (PHR) are increasingly vital for patient engagement and health management.
• Effective monitoring and improvement of PHR systems are essential for user adoption and satisfaction.
• Help desk interactions provide valuable insights into user challenges and system performance.

Purpose of the Study:

• To evaluate the utility of a help desk in identifying and addressing issues within a Personal Health Record (PHR) system.
• To analyze user-generated help desk tickets to understand specific areas for PHR improvement.
• To inform iterative development cycles for enhancing PHR functionalities and user experience.

Main Methods:

• Analysis of 327 help desk tickets submitted by users.
• Categorization of tickets into telemedicine and PHR-related requests.
• Qualitative assessment of ticket content to identify recurring user needs and system gaps.

Main Results:

• Four primary areas of user concern were identified: information/feedback, clinical document access, usability, and ubiquity.
• Users expressed a need for timely feedback, contextual information, and improved communication.
• Ease of access to clinical documentation emerged as a significant user requirement.
• Ticket analysis revealed critical insights for PHR system enhancement.

Conclusions:

• Help desk data is a valuable resource for monitoring and improving PHR functionalities.
• Addressing identified user needs in information, access, usability, and ubiquity can enhance PHR effectiveness.
• User-centric feedback from help desks is crucial for driving iterative improvements in digital health tools.