Journeying toward AI-assisted documentation in healthcare
Summary
- Developing AI design in healthcare requires close collaboration between end users and your data science team
- Piloting GenAI solutions may be more effective than traditional prototyping
- Trading accuracy for efficiency is a barrier to adopting GenAI tools in healthcare
- GenAI design in healthcare requires establishing critical boundaries as well as a good understanding of cognitive processing
- Other factors to consider when designing AI solutions for service-based industries are understanding how training might be impacted, the importance of standardization vs. personalization of data output and the need for more autonomy and control elements due to consequences of unpredictable output errors
Key Insights
-
•
Generative AI can reduce healthcare documentation time by over 60% but doesn't eliminate the need for manual editing and human review.
-
•
Focusing AI tools initially on low-risk use cases like chat encounter summaries mitigates potential clinical harm.
-
•
Large Language Models (LLMs) excel at summarizing text but struggle with capturing exact clinical details and non-verbal cues.
-
•
Designing AI tools requires managing user expectations to prevent disappointment and frustration over imperfect outputs.
-
•
A simple one-button UI with options to regenerate and manually edit notes improves user workflow efficiency and error recovery.
-
•
Implicit metrics such as the 'edit rate'—the fraction of user edits on AI-generated text—help monitor AI output quality unobtrusively.
-
•
Traditional prototyping methods are less effective for AI; incremental live pilots provide critical learning about AI's unpredictable outputs.
-
•
Operational factors like quality assurance metrics impact user attitudes when AI-generated notes lower scores despite time savings.
-
•
Human-centered collaboration between designers, data scientists, and users is essential to shape AI capabilities and discover unforeseen problems.
-
•
AI models must remain static (non-learning) in healthcare to comply with regulations, creating challenges for ongoing improvements.
Notable Quotes
"We saw documentation time reduced by 64% after six months of using the AI tool."
"Documentation is important for liability and useful for patient handoffs, so notes must be concise yet detailed."
"Healthcare is not a silver bullet for AI; a lot of context comes from non-verbal cues where generative AI doesn’t apply."
"The unpredictable black box nature of LLMs means we had to zoom in on small problems first before seeing the bigger picture."
"We emphasized a simple one-button workflow with manual editing and regeneration to handle inevitable AI errors."
"The edit rate, our metric of human-added characters over total characters, tracks AI output quality without burdening users."
"Users were initially excited but six months later expressed frustration and uncertainty about the tool’s usefulness."
"We believe cognitive biases like frequency bias and expectation bias affected how users perceived AI errors over time."
"Our AI tool doesn’t learn from ongoing use due to regulatory constraints, which led to user frustration when performance didn’t improve."
"People are the plot twist in this journey — despite promising AI, only human connection reveals new problems and solutions."
Or choose a question:
More Videos
"VOC wasn’t a replacement for user research, but an enhancer that captured nuggets researchers might miss during discovery."
Shipra KayanHow we Built a VoC (Voice of the Customer) Practice at Upwork from the Ground Up
September 30, 2021
"Every few years consultants come in and tidy up our mess, but as soon as they leave, we mess it all up again."
Peter MorvilleThe Architecture of Understanding
May 13, 2015
"I was going to use everything that I had experienced, all the skills, all the successes, and become my own superpower."
Renee ReidBecoming a ResearchH.E.R (Highly Enterprise Ready)
June 3, 2019
"You don’t need special software to get started analyzing gestures and embodied actions; you just need video and a notepad."
Dane DeSutterKeeping the Body in Mind: What Gestures and Embodied Actions Tell You That Users May Not
March 26, 2024
"Confidence is critical in online shopping because nobody wants to spend money they’re unsure about losing due to unclear controls."
Sam ProulxOnline Shopping: Designing an Accessible Experience
October 3, 2023
"Balance UX and CX—making the site work technically is not enough if the content or experience isn’t meaningful."
Andrew Custage Michael MallettThe Digital Journey: Research on Consumer Frustration and Loyalty
March 29, 2023
"It’s okay to be goofy and have fun—creating space for awkwardness and playfulness helps engagement."
Shelby SwitzerMaking Space for Community Knowledge-sharing in a Distributed World
December 10, 2021
"If we want our value to be defined as anything other than studies run, we must learn how to trace and articulate the actual business impact."
Llewyn PaineCoexisting with AI: A practical guide for researchers to navigate tools, ethics, and integration
March 11, 2025
"Sensemaking is your superpower as a researcher to amplify your impact beyond user experience mechanics."
Robin BeersNavigating organizational systems: Rethinking researcher’s role in driving change
March 13, 2025
