Consumer Access
and Infrastructure
Digital platforms and technologies used and the technological
means to manage and make use of them
What are the sub-capabilities?
- Everyday platforms and technologies (mobiles and social platforms)
- Formal/official platforms and technologies (MyGov, eHealth and mHealth)
- Access to Wi-Fi and data
What are the core questions?
- What counts as digital sexual health platforms or technologies and how are they used and accessed?
- How easy or difficult is it to maintain access to wifi and data required to utilise digital services such as booking systems, intake surveys, or Medicare?
- How easy or difficult is it to access formal and informal sexual health information and care using available technologies and platforms?
What does consumer access and infrastructure look like in practice?
CASE STUDY 01
The Sexual Health Organisation (SHO) is undergoing a complete website and social media rebrand. In recent years, they have had minimal website traffic and very little engagement with their organisational Facebook page.
The current SHO website is not optimised for use on mobiles, and still relies of pdf downloads to convey information about specific health concerns. SHO leadership is particularly worried about engagement with 18–29-year-olds, one of their priority groups (according to funding agreements).
The Communications team uses the Consumer Model to guide organisation-wide discussions about the ways young adult health consumers engage with digital and data technologies. After consulting the eSafety Commission website and relevant social research, the group concludes that young adults are rarely using Facebook – and prefer to access information on their mobile phones, rather than a desktop.
SHO leadership decides to establish and resource a Consumer Reference Group of 18-29-year-olds to guide future website development and consumer-focused communication strategy.
There was a decision made early on that [our service website] didn’t need to be mobile optimised. Which is something that I would really question … given that we know the majority of young people are accessing information and using phones rather than desktop computers to look at health information.
– (Project Worker, DDCSRH)
I think maybe [health professionals need to be] aware of the different ways people are getting the information…I guess they need to be aware so they might be able to say ‘okay is this something you may have seen talked about on social media?’ and just use that as a gateway to investigating rather than staying up to date with the content themselves.
– (Young adult 18-29 workshop participant, DDCSRH)
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