Log in or create a free Rosenverse account to watch this video.
Log in Create free account100s of community videos are available to free members. Conference talks are generally available to Gold members.
World Usability Day Panel Discussion
Summary
The World Usability Day Organization has aligned with UN Global Sustainability Development Goals. This year’s theme for the 2022 World Usability Day is focused on issues of Healthcare, quality and accessibility – specifically UN SDG #3 ‘Ensure healthy lives and promote well-being for all at all ages’. As is true in all industries, the healthcare industry is undergoing continuous digital transformation accelerated by the COVID-19 pandemic. To this end the Rosenfeld Media DesignOps curation team along Jon Fukuda and Ellie Krysl of Limina have put together a discussion panel with health care DesignOps, Product and UX Designers to discuss Healthcare related DesignOps challenges, opportunities, and innovations to support usability and accessibility in the industry.
Key Insights
-
•
The pandemic accelerated digital healthcare adoption but also increased system complexity and equity concerns.
-
•
Healthcare digital services now require omnichannel approaches spanning retail, pharmacy, and insurance domains.
-
•
Centralized backlog prioritization, driven by time and urgency, is critical yet challenging in large healthcare organizations like CVS.
-
•
Accurate recruit criteria for research, including engaging nurse practitioners and physician assistants, improves design relevance.
-
•
Rural healthcare innovations arise from unique resource constraints, including creative use of scribes and telehealth.
-
•
Executive-level buy-in is crucial to embed human-centered design and discovery within traditional, risk-averse healthcare systems.
-
•
Removing friction from existing workflows is often more impactful than adding new features in strained healthcare environments.
-
•
Design ops must consider the full healthcare ecosystem, including all stakeholders like pharmacists and billing staff.
-
•
Bridging gaps with legal and compliance teams through relationship-building helps navigate regulatory barriers.
-
•
Long-term incremental changes can cumulatively improve patient digital experience despite slow organizational shifts.
Notable Quotes
"We moved the needle in the direction of needing digital healthcare access for everyone, not just the sick or disabled."
"Everything is a priority, so therefore nothing is a priority in healthcare crisis mode."
"The biggest challenge was getting the design organization on the same page to prioritize effectively."
"You have to be merciless in your prioritization when everything feels urgent."
"People don’t really care about design methods; they care about solving problems and achieving impact."
"We have to make good data-informed decisions before plowing ahead with something just because it’s exciting."
"Rural health clinics are very creative because of their resource constraints and patient needs."
"Design ops is fundamentally relationship-driven; you have to talk to people to bridge gaps."
"Removing friction from daily workflows is often the most valuable design contribution in healthcare today."
"You have to design not just for patients but for everyone involved, including pharmacists and billing staff."
Or choose a question:
More Videos
"Time constraints and budget limitations are the top obstacles to effective research today."
Caroline VizeThe State of UX: Five Lessons from 2021 to Accelerate Digital Experience in 2022
March 9, 2022
"We ran community gatherings with themes, presentations, and breaks, because people needed space to just chat and connect."
Kara KaneCommunities of Practice for Civic Design
April 7, 2022
"We don’t need a north star, we need a constellation that allows us to see the full picture."
Jon Fukuda Ellie KryslDesign Planning and Management Support
October 3, 2023
"The post-PC era has had more impact on enterprise UX and computing than any other factor in all history."
Mark TempletonCreating a Legacy: the ultimate experience
June 9, 2017
"Experience mapping brought a new understanding that helped us draw former extremists into peace efforts."
Jim KalbachPeace is waged with sticky notes: Mapping Real-World Experiences
June 14, 2018
"Excel is a little bit outdated; more advanced cloud tools help us co-create and collaborate in real time."
Scott StephensThe Next Generation in DesignOps Toolsets
July 28, 2022
"Embrace chaos as a gift, a constraint that fuels innovation and growth mindset."
Cheryl PlatzCollaborative Creativity through Improv
November 7, 2018
"You can’t drive learning like a project plan, but you can create conditions where learning becomes more likely."
Jen BriselliLearning Is The Engine: Designing & Adapting in a World We Can’t Predict
April 16, 2025
"User research excels at explaining why things happen; data science explains what and how; together they build trusted insight."
Mac SmithMeasuring Up: Using Product Research for Organizational Impact
March 12, 2021
