For Customer Experience Professionals

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	July 29, 2010 Lack Of Awareness And Weak Design Hamper Adoption Of Internet-Based PHRs by Elizabeth Boehm with Harley Manning, William Chu, Jennifer Peterson	Average: 10  (1 rating)

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Executive Summary

Internet-based personal health records (PHRs) give consumers a place to store and maintain their personal health histories, access tools that help monitor and improve health, and increasingly connect to external health data sources. So why are so few consumers using them? Forrester asked US online consumers who don't track any personal health information why they eschew Internet-based PHRs. Many didn't even know that these tools existed, but a substantial number cited privacy concerns and unclear value propositions as barriers. To win over health non-trackers, customer experience professionals need to both augment and market the value of PHRs.

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