Customer Adoption and Experience Management
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Introduction
The healthcare sector is among the fastest growing sectors in any economy. A Different innovation is developed every day in this sector .However the rate of adoption of this new technology varies significantly with different customers. Successful adoption of these health products depends on external and internal factors.
The rate of adoption of the health products depends on the following factors:
Relative advantage-This is where a new innovation has an advantage as compared to the existing products. Health consumers are likely to benefit more from its consumption as compared to the existing products.
Trial ability- This is when consumers are given an opportunity to test the new product. Products with trial ability are likely to be adopted quickly
Compatibility- Health products that are compatible with consumers is adopted more quickly compared to those that are incompatible.
Complexity-Health products that are complex and require skills to use is usually adopted at a slow pace. This is due to lack of knowledge and high prices associated with such kind of products.
Other reasons include Opinion leaders, observability, roles, norms and social networks.
Case Study
The United Kingdom has adopted the Electronic Health Record (EHR) after a collaborative learning by family physicians .Regional Extension Centers were also used to sensitize the physicians which saw the adoption rates rise from 56% to 71%.
The Everett Rogers diffusion of innovation model is a process that takes place when people try to adopt a new product, philosophy, practice and idea. This process helps health consumers to adopt new health products. Examples of diffusion of innovation model in healthcare include specialty care, patient self- management, systems and standards etc.