How to Engage Your Users: Self-Diagnostic Tools

Can you help your customers self-diagnose whether they have a problem or which type of problem they are having?

Both of the following examples are healthcare-related, but an online self-diagnostic tool could be used for almost anything.

  • Diagnose a customer’s ability to protect against natural disasters, hackers, viruses, and other security threats.
  • Test a company’s compliance with the latest laws or best practices in your industry.
  • Determine whether a company is using the right tools to manage their specific supply chain needs.
  • Investigate if a company has fully optimized or maximized its efforts in marketing, email, SEM, or whatever your specialty.
  • Test a customer’s knowledge and toolkit for a particular project, system, or process.

Virtuwell Online Medical Exam

Virtuwell self-diagnostic tool

Starkey Online Hearing Test

Starkey Self-Diagnostic Tool

Build trust, generate more leads with a self-diagnostic tool

Consider building an online self-diagnostic tool that will help educate your customers, instill trust, and showcase your expertise. If you can and it’s appropriate to do so, go a step further and show customers how their results compare to others in their location, industry, or other relevant demographic.

Instead of publishing a whitepaper that just lists symptoms and possible solutions, create an interactive tool that yields personalized results.

Done well, I think this type of user experience could help a lot of companies stand apart. What awesome examples of online self-diagnostic tools have you seen — especially in B2B applications? Tweet your finds to me at @kristineremer.

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Author: Kristine Remer

June UX is led by Kristine Remer, a CX / UX research and strategy consultant in Minneapolis. She helps companies drive significant business outcomes by finding and solving customer problems. When she's not creating customer journey maps and user personas, Kristine is either kayaking or watching her kids play soccer.