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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
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The pandemic accelerated digital healthcare access but introduced greater complexity and equity concerns.
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Design ops in healthcare must manage vast omnichannel systems with legacy infrastructure and heavy regulation.
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Prioritization of work requires ruthless honesty to avoid treating all urgent requests as top priority.
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Recruiting appropriate research participants is critical since workflows vary widely between doctors, nurses, and administrative staff.
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Effective healthcare design involves not only patients but also employees and operational roles to reduce burnout and friction.
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In rural healthcare, resource constraints foster creative digital solutions to keep local access viable.
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Building relationships with legal and compliance teams early helps navigate healthcare's complex guardrails.
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Design sprints with executives can catalyze a culture shift towards design-led problem solving in traditionally risk-averse healthcare organizations.
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Incremental improvements in workflows, like removing a step from a booking flow, can have large patient experience impacts over time.
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Sustained organizational change in healthcare requires continuous learning, patience, and combining qualitative and quantitative data to inform strategy.
Notable Quotes
"We moved the needle towards needing digital healthcare access for everyone, not just a select few."
"Everybody had to start engaging with digital healthcare because of the pandemic, which wasn't the case before."
"Being honest and merciless in prioritization is a huge value that design ops can add."
"Not every prescriber is a doctor; nurse practitioners and physician assistants play key roles in patient care and must be included."
"Our partners don’t care about our design process; they care about solving problems and achieving impact."
"In a risk-averse organization, design teams need to show up and offer value in many different ways to influence culture."
"Healthcare is often a co-created experience where employee wellbeing directly affects patient outcomes."
"Small changes can make a big difference over time, like removing one step from a booking flow."
"Knowing how legal and compliance teams perceive your work helps to bridge gaps and mitigate risk in healthcare design."
"Design ops is relationship-driven — talking to people and building trust accelerates better outcomes."
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