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Diagnosis UX: Building Influence in Healthcare Design
This video is featured in the Learning playlist.
Summary
Join Eric Shumake to address a question that never goes away: how designers and researchers build credibility and influence in environments where design doesn't always have a seat at the table. We'll walk through: - Making the case for UX investment when stakeholders focus on clinical outcomes and operational costs - Navigating regulated environments without losing your design instincts - How AI is reshaping clinical workflows and what that means for UX teams Join us to learn to grow your influence—whether you're early in your healthcare career or looking to have more impact in your current role.
Key Insights
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The hardest challenge in healthcare UX is gaining influence to drive change, not mastering design or research skills.
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Healthcare organizations prioritize clinical outcomes, regulatory compliance, and cost, not UX metrics like usability scores.
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UX practitioners must translate design findings into the language of outcomes that stakeholders care about to gain buy-in.
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Building trustful relationships with allies like informatics directors and patient experience officers is critical for influence.
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Small, measurable UX wins build trust and reduce perceived risk, enabling greater involvement in key decisions.
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Many healthcare 'constraints' are actually untested organizational assumptions that UX can challenge and test.
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Healthcare design requires creativity within strict regulatory and compliance boundaries, balancing safety and usability.
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AI is currently being integrated mainly into clinical documentation, decision support, and admin workflows in healthcare.
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Automation bias, where clinicians may over-trust AI recommendations, poses a significant UX and patient safety challenge.
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Healthcare UX careers succeed through cumulative influence, clear communication, and aligning work to clinical and business goals.
Notable Quotes
"The hardest part is knowing what needs to change but not having the influence to change it."
"Design is often treated as something that is brought in at the end to make things prettier or optional."
"Our stakeholders wake up thinking about clinical outcomes, regulatory risk, reimbursement, not design principles."
"Recommendations are where insights go to die unless they connect explicitly to decisions and outcomes."
"Find the people who already care about what we care about, even if they don’t call it UX."
"Small wins are big overall in healthcare because they build credibility and trust for bigger changes."
"The constraint is not the enemy; it’s an important part of the problem we’re solving."
"Many healthcare constraints are assumptions that have never been tested or questioned."
"Automation bias is a predictable cognitive response when a system presents recommendations with confidence."
"The integration of AI into clinical workflows is creating urgent demand for sharper UX thinking, not less."
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