Table 4.

Features to encourage engagement with and improve effectiveness of a Web-based program mapped onto the behavioral change taxonomy [19].

Theme	Subtheme	Supporting quote	Taxonomy
Engagement	Credibility	“...you go to sources that you know are genuine...For medical information I would always go to the NHS website...” Mary “...it's got to be recommended to you by a professional...” Paul “...I am very wary about the web and medical problems...but this is one that was recommended by the GP...” Daniel “...[research information] adds weight to the thing...communicates integrity I think it's a serious piece of work...” Donna “...not sponsored by drug companies...” Gerald	9 Comparisons of outcomes 9.1 Credible source
	Patient testimonials	“...I think [patient testimonials] explained the purpose very well...it showed a good cross section of different people doing different exercises...I think I would be encouraged to pursue it further...Makes you realize that people can get good improvement. Yes that these are people who have been through the program and have found benefit and its much improved their quality of life...it makes you realize you are not alone...” Patricia “...I always skip over those sort of things...” John “...I don't actually I like reading other people's experiences because it somehow makes it feel more real you know...this is really flippant but if it's a recipe I have looked up on line and you know a hundred people have said oh yeah that was absolutely brilliant I will give it five stars or something then you think well great I'll do that...” Mary	6 Comparison of behavior 6.1 Demonstration of the behavior 6.2 Social comparison 6.3 Information about others' approval
	Social identification	“...this program is designed for later life people isn't it? So it should have them in it I think. Not young people who can do it easily and no pain, but people who are actually finding it hard...” James “...I watched a little clip a couple of years ago because I had labyrinthitis and that was really awful and seeing this girl saying how she had experienced it and how she came through it and she was obviously ten time worse than mine...” Barbara
Acceptability and usability	Aesthetics	“...something nice and bright that would attract you to the site, you know to attract you...very self-explanatory...” Betty “...plying a very positive image...” Gerald “...its plain and simple its not too fussy it tells you what you want to know...” Patricia “...well I think simplicity is the best thing...it's got to be interesting...” George “...big fonts, nice and clear, plain simple language, hasn't got thousands of links on it, asks intelligent questions and leads the user to the information you get to what you want within about 2 or 3 screens...” John “...[not] loads and loads of advertisement...” Richard
	Functionality	“...something simple you know so people can just click in and find out what they want...” Betty “...easy to navigate through...navigation is the key...” Mary “...I am not going to spend hours trawling through stuff but if there's a star or something like that that says this that and it you know captures the attention because there is a need then you can go into that and it opens up the bit that you need...” Karen “...you don't want hundreds of links...” Richard “...one of the problems with links as well is that you link to something and that gives you a link to something else and before you know where you are you can't remember how you got there...” Carol
	Registration	“...oh not something you have to register for...” Barbara “...I hate that you have to put passwords in...and all that malarkey just get the flipping information...” Mary “...certainly not open an account because that always sounds like money to me...” James “...people ought to log on they should sign up I mean because I think it would help enormously the feeling of actually belonging to something...” Michael
	Technical capability	“...my mother-in-law is 90 plus she has never switched a computer on she doesn't know how to use it...she will never use that website...” Gerald “...this problem of aged people and computers is going to drift away...maybe it's only a problem possibly for another 15 years...” Daniel
Content and structure of program	Information and advice	“...[information] needs to be in a visual form rather than a written form...an executive summary of the sequence rather than the detail of the sequence so you would read the executive summary and then get into the detail...” James “...if I got them at my bedside cabinet or pinned up on the fridge, I will always remember to do them...” Shirley “...for someone that's coming in and using it for the first time it would be nice to if its presented sequentially if someone's going back to it they want to go directly to there...” John	4 Shaping knowledge 4.1 Instruction on how to perform a behavior 7 Associations 7.1 Cues/prompts
	Exercise	“...a nice little looped video wouldn't they, demonstrating the exercise...” John “...it's clear what the exercise is, and how it's going to benefit you, and what you might do wrong, and how that is going to affect you...” Linda “...how often should these exercises be done, and how many repetitions all the things that we had in the class that we went to...” Mary	4 Shaping knowledge 4.1 Instruction on how to perform a behavior 5 Natural consequences 5.1 Information about health consequences
	Personalized	“...need for the website to be an individual's website...they can have you know their own diary, they can have their own records...” Michael “...it has to be personalized to you otherwise you know why do you bother to turn it on...it shows you what you have done so that you can when you have done something you can actually tick it and you get something to show you have done something...this is the goal setting... right so you have got your goal setting you are achieving so and so there's your action plan have you done it and is there something along the line that shows you, you have done something...” Gary “...if I was going to start my activity and exercise with it I would want the goal setting...” Donna ”...set your target and get a little bit better each time you do it, or each week you do it, sort of build yourself up...” Betty	1 Goal setting and planning 2 Feedback and monitoring 3 Social support
	Monitoring	“...if there was sort of a little personal diary where you could say, ‘Tuesday did 10 of this and 15 of that,’ then maybe some monitoring person says, ‘well next week you should do 20 of those and 25...I would definitely want to monitor my progress...” Patricia “...you have got your exercises, you have got my progress. I like that because you can then monitor where you are and you have also got support...I can look at that and feel I have achieved...I like to see the chart because the progress bit like I did for my weight so I would like to see that you know because it would then tell me you know have you done them this week or haven't you done them...you can look to see well three months ago I could only do so and so ooh, look now I can do this so again its goal setting if you like, but I mean its yeah its moving forward all the time...” Gary “...I don't know whether I would monitor myself...” Betty	2 Feedback and monitoring 2.2 Feedback on behavior 2.3 Self-monitoring of behavior 2.4 Self-monitoring of outcome behavior
	Peer support	“...a members site you can have a blog....so you could actually contact then talk to people with similar problems...” Gerald “...it could be interesting to see how they are getting on and support each other you know if they have had a down day or something has gone wrong sort of be able to be a bit supportive...I would like to be in contact with other people...to see how other people do the exercises it gives you a good idea of whether you are doing it right...[has she used forums?] very rarely...it was too time consuming...I wasn't sure that it was being any help for me...” Patricia “...you get somebody else's feedback on what they do to get rid of their knee pain in the morning. I mean it might not suit you, you could try it and if it doesn't suit you perhaps you could look for something else that would help you, do you know what I mean?...” Betty	3 Social support 3.1 Unspecified 3.2 Practical 3.3 Emotional
	Professional support	“...you need some personal physio input to start with...you need to be doing that first set of exercises with a physio so you get direct feedback...eight weeks, or whatever it is, you can then go off and do it on the internet...not standing on its own as a substitute [for a face-to-face program]...” James “...I think I would want something personal...something more than just being told to go and look at a website...you want reassurances I guess so if you have been doing it for two months then nothing has happened then you actually want to know how long you should be doing the exercises...” Barbara “...I think it would be difficult to give people the confidence to accept [an Web-based program] as a sole treatment avenue...” John “...I would feel less confident about the information than if I had had some physical contact with doctor, physio something else beforehand and I think probably most people would think along those lines, you know, like your concerns about a replacement [for a face-to-face program] it doesn't feel that comfortable...” Linda “...websites that you can go on that there is literally somebody at the other end so you can type in a question and then you get an answer back...” Paul “...an email to say have you done your exercises this week...” Patricia “...I would need somebody who actually knew about pain and knew about exercise...” Michael	2 Feedback and monitoring 2.7 Feedback on outcomes of behavior 3 Social support 3.1 Unspecified 3.2 Practical 3.3 Emotional