Patient Experience to Understand the (Missed) Digitalization of Public Health Service[Le prisme de l'expérience patient pour comprendre la digitalisation (manquée) d'un service de santé public]

Healthcare institutions and governments identify the digitalization of medical data as a major asset for healthcare. However, although many countries tried to implement a digital shared medical record, many encountered difficulties. Through the lens of the patient experience, this study aims to understand how pregnant women manage their health records and how they appropriate a new digital tool, called Mon Espace Santé, designed to store and share health documents. The research methodology features projective tools from the Design field (cultural probes) and explicitation interviews as a methodological response to understand how patients perceive value-in-exchange and value-in-use during their pregnancy. While there is real value in the exchange and use of the paper folder, this co-creation of value in the digital folder does not exist. Even worse, there is a destruction of value through the digital platform due to the lack of interest of the medical community over the platform.