The Challenge
The Australian Digital Health Agency (ADHA) has been following the rise in native mobile apps being used within the healthcare landscape. The agency was curious about whether there was a role for government to play in the mHealth landscape and engaged ThinkPlaceX to conduct exploratory research to the determine the potential value proposition of an AHDA mHealth app, and to identify drivers of adoptions within different user cohorts.
Our Response
We developed a mixed-methods approach to explore consumer and clinician needs in using mobile health tools. Our research plan and recruitment brief were designed to engage a broad spectrum of Australians, including patients with complex needs, carers, parents, older Australians, and low-touch healthcare users.
We began with digital user interviews using Airlabs, engaging consumers and clinicians to understand their current behaviours in clinical settings. These sessions explored their needs and barriers in capturing and presenting personal health information, as well as the drivers and limitations of adopting current health apps.
To validate and build on these insights, we conducted a representative survey with consumers. This allowed us to confirm key qualitative findings and gather statistically robust insights on the perceived value of specific features—highlighting variations across different user cohorts.
The Impact
Our research delivered clear, evidence-based insights that shaped the strategic direction of the ADHA’s proposed mHealth app. By synthesising rich qualitative and quantitative data, we uncovered cohort-specific needs, pain points, and adoption drivers—highlighting what matters most to different user groups. These insights were translated into actionable recommendations on the desirability of an ADHA-native app, its most valued features, and the cohorts most likely to adopt it. The work challenged existing assumptions within the agency and is now actively informing the product’s design and strategic focus.
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