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
"Having a place for people to self-serve insights is really big, so they don’t ask us to repeat research."
Taylor Jennings Joe Nelson Alex KnollRepository Retrospective: Learnings from Introducing a Central Place for UX Research
March 9, 2022
"How we orient ourselves to the future impacts how we experience the present."
Nicole AleongFuture Orientations to Everyday Life: Futures Anthropology as a Methodology
March 26, 2024
"Nordstrom decided that innovation needed to be a corporate value, not a lab value."
Jeff GothelfInnovation Studios: the Engines of Enterprise Experimentation
May 14, 2015
"One superpower of ops humans is making problems and gaps visible to build awareness and drive change."
Saara Kamppari-MillerDesignOps for Inclusive Design and Accessibility
May 26, 2022
"Taking care of the basics and creating opportunities lets us get out of the way and let the team thrive however they see fit."
Tess DixonC'mon Get Happy
September 29, 2021
"All your team wants to do is win at career Bingo or career Snakes and Ladders, hopefully more ladders."
Liam ThurstonWhy Your Design Team Is Quitting, And How To Fix It
June 10, 2022
"Careers as ladders are what HR wants, but careers aren’t linear; they should be a jungle gym."
Ian SwinsonDesigning and Driving UX Careers
June 8, 2016
"Ratios always start on the premise of spreading people too thin, which is not a great way to get success."
Leisa ReicheltOpening Keynote: Operating in Context
November 7, 2018
"Over-enforced design system adoption bred resentment and low morale, despite good adoption metrics."
Rachael Greene Alison DavisBuilding a Design Ops Practice that Really Works (Most of the Time)
October 2, 2025