Stories that Enhance Health Website Design: If It Helped Them It Might Help Me Too

February 14, 2010 at 1:01 am 12 comments

Stories can enhance health websites because they resonate with health information seekers, who find support and encouragement from the experiences of others like them. Two excellent examples are Weight WatchersSuccess Stories and Livestrong.org’s Survivorship Stories. Both sites include extensive libraries of well-written stories about people’s experiences losing weight and surviving cancer, respectively.

Because of the effectiveness of stories in health websites like these, I challenge my Online Consumer Health students to consider how the inclusion of stories can enhance the websites they design in class. In one assignment, they first review the purpose, length, transparency of authorship, writing style, and perceived accuracy of stories on health websites. Then they either write or reuse stories from other websites for their own sites.

In my constant search for examples to use in class, I came across the stories in RediscoverYourGo. I contacted the developer to learn about the planning and design of the website, particularly how the decision was made to use stories.

“I can do anything I want, now. I would say I’m ‘back to normal,’ but I didn’t know ‘normal’ for years. I would say I gained back 15 years or so. It’s really, really good.”

I spoke with Simon Lee, CEO of Lee-Stafford on February 8, 2010. RediscoverYourGo was developed for a medical device company, Smith & Nephew, that manufactures parts for hip and knee implants. On the home page, “stories” is one of 4 tabs on the left and 3 links to stories are featured on the lower right next to “Learn from real patients who have rediscovered what it means to live pain free.” The “stories” tab leads to a list of the replacement products headed by, “Real people who have rediscovered their go.” Each replacement product has story snippets from people who have had surgery to implant that product (example to the left). The story snippets are brief, first-person quotes and they include the name (generally the first name and last initial but in some cases the full name), city, and product, illustrated by a photograph. Rather than use a headshot, many show active poses and look like they were taken informally, not by a professional photographer (in contrast to the posed “after” pictures on Weight Watchers). There is some duplication, with some people appearing in more than one category, presumably because the person has used multiple products. The first person quotes were extracted from a letter or interview with, as Simon said, “100% real patients.”

Selecting a snippet leads to a longer story in the third person about the person’s experience with pain, learning about and contacting the surgeon, undergoing the surgery, recovering, and developing a post-surgery active lifestyle. The header includes more about the person, including occupation, a larger version of the snippet photograph, and a picture of the replacement product. Many of the stories identify the storyteller’s age, and the photographs indicate age as well. Stories are more likely to resonate with someone who identifies with the storyteller, which, in this case, might be because of replacement product, age, or recreational activity. Weight Watchers facilitates this by sorting stories by gender, age, or total weight loss and inviting a viewer to “Read about someone like you”.

The use of stories is “a toe in the water” to create an online community for patients with Smith & Nephew products. What lay behind the use of stories, Simon told me, was the desire to create a “patient ambassador network” to capitalize on patient stories. Often patients with debilitating pain became advocates for the surgeon who “fixed” their problem: they wrote letters thanking the doctors who performed their replacement surgery for giving them their life back and were eager to discuss their outcomes with others.

Simon believes the more open use of social media or forums was not possible because of concerns about monitoring, disclosures and privacy, a concern shared by all the major orthopaedic and spine device companies. Highlighting patient experiences on a website seemed the best alternative.

The overall website design goal was to modernize the brand and create more youthful and non-surgical-looking site as befitting one of the big growth areas: patients 45+. Previously, the primary target audience was 65+. The focus on the new demographic is because a growing number of younger people are seeking partial replacements. The potential exists that they will then become loyal customers to the brand and their surgeon. Simon believes that healthcare is local and that decisions to choose care are “based on who can treat me and where can I be treated.” Furthermore he believes that “educated patients are happy patients and happy patients are advocates for the doctor who ‘healed’ them.”

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Entry filed under: health, online health communities, Web 2.0. Tags: , , , , , .

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12 Comments Add your own

  • 1. Tania Cagney  |  February 17, 2011 at 9:20 am

    It’s always better if you have credible and truthful testimonials that your potential clients can relate to. However, you must bear in mind that a website should have a balance between text, images, and links. You can’t just put all the testimonials in one page because that’s gonna drown your visitor’s eyes. Design is all about balance, not extravagance. That’s what I learned from looking at the sites of businesses here in Ohio.

    Reply
  • 2. Kirsten  |  March 1, 2010 at 5:54 am

    I agree with your post in that sharing real-life scenarios and success stories is an effective means by which to attract new customers. People seeking replacements or implants may feel more comfortable if they have the opportunity to read a similar patients’ stories. Including such a feature in their website is an excellent idea for any health-related company.

    Reply
  • 3. JennaL  |  February 26, 2010 at 11:09 pm

    I really agree with your post. I can’t tell you how many times I see commercials with real scenarios of people loosing weight or using some other product and the commercial shows you how it “worked” for them. I assume commercials are much like the website you described in terms of real life stories. Seeing those commercials on television really makes me want to try out that product or try that new work out routine because if it worked for them….it could work for me. Although the TV can usually be unbelievable, the real stories you featured here about replacement parts seems inspiring. I enjoyed it :)

    Reply
  • 4. Bonnie  |  February 19, 2010 at 7:55 am

    Nice post! I really like your posting.
    i will come back to read more of your posts.

    Cheers

    Reply
  • 5. Twitted by nacinovich  |  February 17, 2010 at 6:31 pm

    [...] This post was Twitted by nacinovich [...]

    Reply
  • 6. Simon Lee  |  February 15, 2010 at 9:31 pm

    Thank you so much for featuring our work here and for the work you do. Hope to visit again, soon. Simon

    Reply
  • 7. The Health Dude  |  February 15, 2010 at 11:30 am

    While health is wealth most of our people no good health and it is the reality that they have no wealth to keep health well. To keep good health we also need wealth. Health is wealth? Not always that!

    Reply
  • 8. lateaf  |  February 15, 2010 at 12:00 am

    at first let me comment on this beautiful room, I agree about the existence of media websites as a means of health informatics, as long as I predict about 70% of commercial health website or just give a cursory pengetahuian instantly, seeing this web I was struck with the placement. quite impressive.

    Reply
  • 9. LIVESTRONG  |  February 14, 2010 at 9:50 pm

    Thank you so much for mentioning the survivor stories. We recently uploaded them to our YouTube page as well. http://www.youtube.com/livestrongarmy. Easier to share this way.

    Reply
  • 10. uberVU - social comments  |  February 14, 2010 at 7:36 pm

    Social comments and analytics for this post…

    This post was mentioned on Twitter by lisagualtieri: Stories That Enhance Health Website Design: If It Helped Them It Might Help Me Too w/@simonslee http://lisagualtieri.com/2010/02/14/stories/

    Reply
  • 11. Funny Stories | Snowboarding Leisure Knowledge  |  February 14, 2010 at 12:59 pm

    [...] Stories that Enhance Health Website Design: If It Helped Them It … [...]

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Lisa Gualtieri, PhD, ScM

Lisa GualtieriLisa Gualtieri is Assistant Professor at Tufts University School of Medicine in the Department of Public Health and Community Medicine. She is Director of the Certificate Program in Digital Health Communication. Lisa teaches Online Consumer Health, Social Media and Health, Mobile Health Design (online), and Digital Strategies for Health Communication (1 week summer institute). Contact Lisa: lisa.gualtieri@tufts.edu

@lisagualtieri


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