Navigating Challenges and Opportunities: Perspectives on Digital Client Segmentation for Tailored Care in SUD Treatment

Background: Some people with substance use disorders (SUD) can experience multiple co-occurring social problems. Digital solutions have been developed to support effective and cost-effective social welfare and healthcare in addictions treatment. Given the varying severity of problems from alcohol and other drug use, digital client segmentation based on need can save money and provide tailored care. 

Objective: In this study we aimed to understand the perspectives of those who develop digital segmentation tools on people with SUD and treatment encounters. 

Methods: Ten (N=10) semi-structured interviews were conducted with professionals working with digital client segmentation tool development and were analysed with inductive content analysis. Participants were asked about the digital client segmentation tool, the Navigator, from the perspectives of their own role as developers, the clients, the effectiveness of the services, and decision-making processes. 

Findings: Some people with SUD may face several obstacles when using digital services. Digital divide, feared or experienced stigma and biased attitudes, complex life situations, and difficulties in committing to treatment were identified as challenges. Nevertheless, digital solutions can offer the clients alternative ways of using the services that can better meet their individual needs. The anonymity and facelessness of digital solutions can reduce the fear of immediate judgement. Implementing digital solutions in substance use work poses challenges due to chronic staff shortages. Digitalisation often results in the creation of multiple simultaneously managed channels, potentially reducing time-consumption but increasing the perceived workload.

Conclusions: There is a call for multi-professionalism, acknowledging inequalities between various disciplines within the field. Digitalisation will continue to shape health and welfare services internationally to reduce costs and maximise resource use. The question of how to secure the participation and involvement of those in the most vulnerable position in digitalisation remained unanswered. In the future answers are needed when digital processes become more common and non-digital processes are continuously being run down. 

Keywords: substance use, substance use disorder, addiction, digitalisation, health care, social work