Examining how information presentation methods and a chatbot impact the use and effectiveness of electronic health record patient portals: An exploratory study

Abstract

ObjectivesExamining information presentation strategies that may facilitate patient education through patient portals is important for effective health education. MethodsA randomized exploratory study evaluated information presentation (text or videos) and a chatbot in patient education and examined several performance and outcome variables (e.g., search duration, Decisional Conflict Scale, and eye-tracking measures), along with a simple descriptive qualitative content analysis of the transcript of chatbot. ResultsOf the 92 participants, those within the text conditions (n = 46, p < 0.001), had chatbot experiences (B =−74.85, p = 0.046), knew someone with IBD (B =−98.66, p = 0.039), and preferred to engage in medical decision-making (B =102.32, p = 0.006) were more efficient in information-searching. Participants with videos spent longer in information-searching (mean=666.5 (SD=171.6) VS 480.3 (SD=159.5) seconds, p < 0.001) but felt more informed (mean score=18.8 (SD=17.6) VS 27.4 (SD=18.9), p = 0.027). The participants’ average eye fixation duration with videos was significantly higher (mean= 473.8 ms, SD=52.9, p < 0.001). ConclusionsParticipants in video conditions were less efficient but more effective in information seeking. Exploring the trade-offs between efficiency and effectiveness for user interface designs is important to appropriately deliver education within patient portals. Practice implicationsThis study suggests that user interface designs and chatbots impact health information’s efficiency and effectiveness.