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NTT DATA study finds nearly two-thirds of consumers expect their healthcare digital experience to be more like retail

Press releases may be edited for formatting or style
LAS VEGAS – March 5, 2018 – According to research findings released today at HIMSS18 by NTT DATA Services, a recognized leader in global technology services, U.S. healthcare consumers want simple and reliable digital interactions for routine transactions, such as filling prescriptions, accessing test results and making doctor appointments. In fact, 59 percent of U.S. consumers expect their healthcare digital customer experience (DCX) to be similar to retail.

Consumer expectations for healthcare providers and insurers are being shaped by other industries, and they want their digital experiences to more closely mirror interactions with major online retailers, such as Amazon, Apple and Southwest Airlines.

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“Consumer-focused brands with rich, engaging content, interactions and features have changed the landscape in digital customer experience, and healthcare is lagging behind,” said Alan Hughes of NTT DATA Services. “As patients seek seamless care to bring together services related to diagnosis, treatment, rehabilitation and health promotion, healthcare appears ripe for its own digital transformation.”

NTT DATA’s research sought to answer three key questions:

1. How satisfied are you with the digital customer experience across healthcare companies?

2. In what areas could your doctor’s office or healthcare insurance company provide more seamless care?

3. What is your preferred method of interaction with healthcare organizations?


Key study findings include:

· There is a cohort of more tech-savvy consumers — “Explorers” — who represent the future for the healthcare industry. These Explorers are demanding, impatient and not reluctant to switch doctors when dissatisfied.

o 78% of Explorers say the DCX in healthcare needs to improve

o 50% of Explorers would leave their current doctor for a better DCX


· Consumers continue to want digital experiences that are fast and easy, yet mobile healthcare is perceived as lacking ease of use and features. According to respondents, factors hindering progress include:

o Not able to accomplish what I wanted to do (62%)

o Options are not relevant to me (42%)

o Wasted time – too long to complete (40%)


· 69 percent expect their health insurance company to make it easier to navigate affordable care and wellness options

· Even among the simplest digital healthcare tasks, the majority of healthcare consumers feel improvement is needed in the following areas:

o Searching for a doctor/specialist (81%)

o Accessing my family’s health records (80%)
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