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Leveraging new technological tools in medical service delivery has been shown as important factor adding scalability and/or value to patient care. However, as of yet, relatively little research has focused on the implementation of mass-market digital health products to address population needs. The current paper examines one such tool; a browser-optimized smartphone app developed by a major Swiss health insurance, offering validated medical information for patients to identify the optimal care path of action (i.e. self-care, pharmacy visit, general practitioner visit, hospital visit). Summary statistics of usage data from 149 922 users over 6 months are outlined, overviewing; (i) key usage cases for the service over time, (ii) for whom the app was used, (iii) dropout rates and potential design pitfalls. Possible themes are identified such as the importance of additional information regarding privacy or service/usage experience information, and some considerations for both the research, design and implementation communities.

The Doctor Will See Yourself Now: Review and Discussion of a Mass-market Self-service Technology for Medical Advice