Cover Page by Peter Jones

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CHAPTER 2

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Co-creating Care

Elena’s Story: The Family Caregiver

32

Infocare

34

Health Information Design Is Personal

36

Health Search Behavior

39

Case Study: WebMD—Health Information Experience

42

Methods: Consumer Service Design Research

47

Elena’s Story: The Family Caregiver

Elena Reiser is the primary caregiver in her household. She takes care of her ailing father, Ben, and is an active mother of a preteen girl, Andrea. She spends nearly an hour overall in an average day seeking health-related information for her father, her daughter, or herself.

Late last year, Ben experienced congestive heart failure, a severe attack that imposed ...

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