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Healthwave leverages Appinio to understand the needs of digital carers

Client

Healthwave Limited

Industry

Digital Transformation of Public Services

Use case study

Needs of the digital healthcare users

Employees

10

The set-up

500 respondents

Users of online health services over the age of 45

22 questions

Duration: 6 h

Context & Challenge

Healthwave is a team of digital transformation specialists with a mission to increase inclusion in Public Services, filling the gap between the public sector, procurement, service design and users. 

Their clinicians, technology specialists and researchers work in partnership with Healthcare and Government to put the actual service users – whether they’re young or old, whatever their nationality or protected status – at the heart of digital service pathway design.

Healthwave specialises in collecting information from hard to reach groups, combining research with action, providing organisations like the NHS, with localised and actionable insights to make meaningful and fast decisions alongside impactful, evidence-led interventions.

 

Healthwave shares a joint objective with Appinio which is to help make change happen by enabling citizen’s voices to be heard.

 

Healthcare is becoming more and more digitised and the Covid pandemic only accelerated this shift. An ever-growing number of people are using digital services to access healthcare (e.g. booking appointments, recurring prescriptions, remote appointments, etc.), but not everybody has a seamless experience and some need help.


Millions of people around the U.K. are supporting others to access a world that has seen a seven year acceleration in digital services.
Those people that support others accessing digital healthcare services are called digital carers.


Objective

This study focused on uncovering digital carers' needs in order to identify which tools and knowledge would help them accomplish their caregiving task more effectively.

Solution/Approach

Healthwave and Appinio worked hand in hand to create a study that would uncover the struggles and the needs of digital carers.
The study designed by Healthwave was added to by Appinio and included detailed questions about the daily tasks and struggles of the target audience, in order to inform solutions following a human centric approach.

Results

Once the study fielded, Healthwave was able to access the results in an interactive dashboard, including easy-to-understand visuals and charts for effective decision-making.

On completion of the study, Healthwave was then able to:

 

  • Gain a better understanding of the needs of
    “digital carers”
  • Identify the areas that required appropriate
    additional resources
  • Triangulate the data with their deep
    qualitative interview themes
  • Illustrate all the data collected in a white paper,
    find it here
  • Launch an approach to enable local teams to
    curate resources specifically designed for
    digital carers’ needs.

 

 

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“It was a pleasure working with the Appinio UK team. Appinio allowed us to reach our tricky, yet desired target audience and ask them all the relevant questions. The results collected confirmed our hypothesis and based on these, we were then able to create an impactful and tailored approach to support not only users but entire communities.”
Oli Sleeman, Business Director, Healthwave

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