Interpretation of expert respondents’ answers in the context of their professional vision of which elements of Human-Centered Design are key for a digital tourism product.
| Digital medical service | Users need to be taken into account by digital services | Share of similar interpretations in respondents’ answers, % | Quote from interview |
|---|---|---|---|
| Mobile app for appointments and online consultations | Response speed, awareness, and remote access | 85.0% | “Patients who use our mobile app are almost always satisfied with the response speed and awareness”—clinic manager, Kyiv |
| Social media/online reviews | Information support, trust in the clinic, assistance in decision-making | 65.0% | “Younger patients and their relatives often choose a clinic after reviews on social media”—head of the rehabilitation department, Lviv |
| Telemedicine (video consultations) | Accessibility for people with disabilities, autonomy, and control over treatment | 75.0% | “The accessibility of telemedicine for patients with disabilities greatly influences their assessment of the service”—Expert in inclusive medicine, Kharkiv |
| Messengers (Viber, WhatsApp, Telegram) | Prompt communication, appointment reminders, and quick responses to questions | 80.0% | “Patients appreciate instant responses via messengers, which allows them quickly resolve issues without making phone calls”—clinic manager, Kyiv |
| Online registration for an appointment via the website | Convenient planning, time savings, and avoiding queues | 70.0% | “Online registration allows patients to choose a convenient time and avoid queues”—communication manager, Odesa |
| Chatbot on the website | Information support without waiting for an operator, answers to frequently asked questions | 60.0% | “The chatbot helps you get quick answers to standard questions without waiting for an operator”—clinic’s digital product manager, Lviv |
| Mobile app with personalized reminders | Treatment monitoring, personalized recommendations, increased sense of security | 70.0% | “Patients receive reminders about tests and doctors’ recommendations, which increases their confidence in the treatment process”—head of the patient experience department, Kyiv |
Source: developed by the authors.