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.
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."
Dig deeper—ask the Rosenbot:
More Videos
"Flat Carol was a nearly life-size cardboard cutout of Carol."
Randolph Duke IIWar Stories LIVE! Randy Duke II
March 30, 2020
"Don’t force yourself into a job you know isn’t right just because you’re unemployed."
Corey Nelson Amy SanteeLayoffs
November 15, 2022
"Customers benchmark your company to their last best experience, often outside of your industry."
Landon BarnesAre My Research Findings Actually Meaningful?
March 10, 2022
"We observed a safety risk on a construction site and that helped open a door to honest stories that people wouldn’t have shared otherwise."
Amy BucherHarnessing behavioral science to uncover deeper truths
March 12, 2025
"You don’t design interfaces anymore—you choreograph intentions."
David SternbergUncovering the hidden forces shaping user behavior
July 17, 2025
"Processes are never perfect, but thoughtful testing limits disruption for your team."
Deanna SmithLeading Change with Confidence: Strategies for Optimizing Your Process
September 23, 2024
"We need to move to designing with, rather than designing for."
Jennifer StricklandAdopting a "Design By" Method
December 9, 2021
"COVID has maybe made us a better global team by forcing us to figure out how to work across time zones and communication preferences."
Rachel Posman John CalhounA Closer Look at Team Ops and Product Ops (Two Sides of the DesignOps Coin)
November 19, 2020
"In large complex systems, the dots are scattered across silos and time zones, making progress feel elusive."
Gina MendoliaTherapists, Coaches, and Grandmas: Techniques for Service Design in Complex Systems
December 3, 2024
Latest Books All books
Dig deeper with the Rosenbot
How can design ops build onboarding processes that reduce new hire confusion and fragmentation?
Why is storytelling crucial when pitching compliance initiatives to executive leadership?
How can design ops reduce redundant work to increase team focus on stakeholder engagement and strategic priorities?