Implementation of a user-centered framework in the development of a web-based health information database and call center.


Journal Article (Review)

As healthcare consumers increasingly turn to the World Wide Web (WWW) to obtain health information, it is imperative that health-related websites are user-centered. Websites are often developed without consideration of intended users' characteristics, literacy levels, preferences, and information goals resulting in user dissatisfaction, abandonment of the website, and ultimately the need for costly redesign. This paper provides a methodological review of a user-centered framework that incorporates best practices in literacy, information quality, and human-computer interface design and evaluation to guide the design and redesign process of a consumer health website. Following the description of the methods, a case analysis is presented, demonstrating the successful application of the model in the redesign of a consumer health information website with call center. Comparisons between the iterative revisions of the website showed improvements in usability, readability, and user satisfaction.

Full Text

Duke Authors

Cited Authors

  • Taylor, HA; Sullivan, D; Mullen, C; Johnson, CM

Published Date

  • October 2011

Published In

Volume / Issue

  • 44 / 5

Start / End Page

  • 897 - 908

PubMed ID

  • 21396486

Pubmed Central ID

  • 21396486

Electronic International Standard Serial Number (EISSN)

  • 1532-0480

International Standard Serial Number (ISSN)

  • 1532-0464

Digital Object Identifier (DOI)

  • 10.1016/j.jbi.2011.03.001


  • eng