Information Systems Frontiers

, Volume 17, Issue 3, pp 493–511 | Cite as

Improving service of online health information provision: A case of usage-driven design for health information portals

  • Bang Viet Nguyen
  • Frada Burstein
  • Julie Fisher


Health information portals (HIPs) are now well-established channels for providing reliable and relevant health information as a service to health information consumers. The concept of a smart health information portal was proposed to improve the search experience of HIP users, advancing HIPs learning capability by looking at usage data. This paper describes a design-science research project which utilized insights from usage data to address search issues. A conceptual approach and an architecture to enable usage-driven capability are described. We propose two specific applications, a HIP-specific content issue reporting tool and a topic search feature, to demonstrate how usage data can enhance HIP operations and users’ search experience. Based on the demonstrated implementations and empirical analysis, this paper also discusses how usage-driven design can lead to improved service in online health information provision.


Health information portal Design research Usage-driven design Usage data analysis 



This research is supported by grants from the Telematics Trust and Helen Macpherson Smith Trust, project: Breast Cancer Knowledge Online Portal.


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Copyright information

© Springer Science+Business Media New York 2014

Authors and Affiliations

  • Bang Viet Nguyen
    • 1
  • Frada Burstein
    • 1
  • Julie Fisher
    • 1
  1. 1.Centre for Organisational and Social Informatics, Monash UniversityMelbourneAustralia

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