Using a digital client segmentation tool among clients with problematic substance use
Background: The purpose of individual-oriented client segmentation is to consider the client’s resources in relation to the required support and based on that, categorize clients into different segments. This allows for the provision of services that are as timely as possible and based on the client’s needs. The development of various digital interventions is often driven by the goal of improving the availability of services and properly targeting them to different client groups. While the significance of client segmentation is widely recognized, there is currently limited information available about its practical applications. This study focuses on the digital segmentation tool the Navigator, developed in Finland. The Navigator divides clients into four segments and service paths based on an assessment of the service needs, which is collaboratively conducted by the client and the employee with the tool. The aim of this study is to explore how the Navigator’s usability appears in the context of clients with problematic substance use.
Methods: The research employes a mixed methods approach. The study employs a quantitative data (N=23) of clients with problematic substance use, whose service needs were assessed using the Navigator, and who were assigned to the segment with the lowest service need. The data includes information about clients’ features affecting treatment. Additionally, qualitative thematic analysis data (N=16) is employed in the study to capture the perspectives of employees in substance abuse treatment regarding the suitability of the Navigator for this target group.
Results: Preliminary results indicate that the suitability of the digital client segmentation tool for clients with problematic substance use appears to be challenging. A key finding is that the Navigator does not effectively separate clients with problematic substance use into segments that would correspond to their service needs. Employees in substance abuse sector generally viewed the basic idea of the Navigator as good, and many found its use helpful as a tool for discussion in client meetings. However, most employees had not integrated the Navigator into their daily work, as they found it laborious to use and did not see it adding sufficient value to the assessment of the client's service needs.
Conclusions: Based on the preliminary results, it is advisable to further develop the Navigator tool to better suit the segmentation of this client group in need of special support. For the digital client segmentation tool to truly function as a means of segmentation and service pathway planning, the resulting client segment should represent the client’s actual situation and support the assessment of service needs from both the client’s and the employee's perspective.
