Heather A. Taylor|Dori Taylor Sullivan|Cydney Mullen|Constance Johnson
Implementation of a user-centered framework in the development of a web-based health information database and call center
Duke University|FirstHealth of the Carolinas|Duke University|FirstHealth of the Carolinas|Duke University
healthcare consumers increasingly turn world wide web www obtain health information imperative healthrelated websites usercentered websites often developed without consideration intended users characteristics literacy levels preferences information goals resulting user dissatisfaction abandonment website ultimately need costly redesign paper provides methodological review usercentered framework incorporates best practices literacy information quality humancomputer interface design evaluation guide design redesign process consumer health website following description methods case analysis presented demonstrating successful application model redesign consumer health information website call center comparisons iterative revisions website showed improvements usability readability user satisfaction