UX in healthcare focuses on creating user friendly experiences for all the stakeholders in the medical field. It focuses on making healthcare technology easy to use and it helps everyone like patients, doctors, and staff. And the goal is to improve health outcomes.
When patients have seamless digital experiences such as easy appointment booking, clear medical records access, and intuitive navigation then their trust build and they are more likely to return for future care this boost long term engagement. Also, an efficient UX design cuts costs through automation and streamlined workflows which reduces administrative burdens and minimizes errors. Whereas, bad UX design in most fields leads to companies losing or disengaging their users as bad design can doubt new users’ trust and because of difficulty in booking appointments or poor navigation, users can get frustrated as a result users will abandon it. As 30% of patients abandon telehealth platforms due to poor usability, and 80% of customers are more likely to trust brands that actively seek and respond to feedback.
This comprehensive guide explores the importance of UX design in healthcare, common challenges of healthcare UX and strategies to enhance user experiences in healthcare.
Why does UX matter in Healthcare?
Healthcare UX is not just about aesthetics but it directly impacts patients satisfaction, medical efficiency and engagement. In the healthcare industry, UX design plays an important role as when the interface is easy to navigate then it is beneficial for both users and providers as it reduces medical errors which improves overall efficiency as a result, doctor and healthcare professionals can focus more on patient care rather than wasting time on figuring out the interfaces. And when the interface is easy to navigate then users can quickly book the appointments and access medical records without any efforts leading to higher user satisfaction and increase in long term engagement.
For example, According to a study published in the Journal of Medical Internet Research, well-designed healthcare websites and apps can improve patient satisfaction by up to 60%. That figure is tied directly to robust UX and usability features like intuitive navigation, clear language, and streamlined workflows, resulting in higher adoption and engagement
Additionally, when the patients have easy access or portal of their data and other decisions tools then they are more likely to identify potential issues quickly and make informed treatment decisions as a result, they don’t have to go the hospitals they simply check the updates on portal which is convenient for them and saves their time and also improves their autonomy. For example, when a patient has access to a well-designed health portal, they can review test results, understand treatment options, and decide on the best course of action with their doctor, rather than relying solely on medical professionals to make decisions for them.
Not only this, but when the healthcare UX design is well optimised then it improves safety as it reduces the chances of medical errors, increases engagement as it is easily accessible for everyone so patients don’t go anywhere else and it enhances the reputation of healthcare organisations. These benefits show how UX is crucial in healthcare. Telehealth: A post‑COVID‑19 reality?” notes that 76% of consumers expressed interest in telehealth, yet only about 46% actually used it. However, when the Cleveland Clinic improved its telehealth platform with a more intuitive design, patient satisfaction increased which raises an important question: how many healthcare organizations are losing patient trust simply because of poor UX design?
Key challenges of Healthcare UX
There are several challenges in Healthcare UX that impact both patients and providers as it can increase workload for professionals and doctors and because of these challenges, users can get frustrated which can lead to poor user experience. According to a HIMSS report, many patients, especially those with low health literacy, struggle to navigate digital healthcare tools, which adds stress and anxiety during already vulnerable moments.
Let’s look at some of the key challenges that need to be addressed to improve healthcare UX;
1. Complex navigation and workflows:
With the thousands of patients visit and leave so managing the large amount of data and ensuring smooth operations can be challenging as a result it’s important for healthcare organisations to keep the system up to date and ensure that it is easy to use as when the system is outdated and slow then it can lead to errors and miscommunication which can affect patient’s care and risk in treatment as patients information may be displaced or difficult to access when needed. Also, when the patients face difficulty in scheduling an appointment it can cause delays but not just delays, patients will abandon it as 61% of consumers said they would switch providers if they couldn’t get an appointment quickly when needed, and 52% would switch for inconvenient location or scheduling options. Healthcare organisations must regularly update their systems and they should ensure that the staff are well trained in using the technology also, UX designers must create interfaces that not only present data clearly but also allow users to explore deeper insights without feeling overwhelmed as this can improve efficiency which can reduce errors and improve patient experience.
2. Multi Stakeholder system:
As there is a diverse group of users each have unique needs like doctors require quick access to detailed medical data for efficient decision making while patients need simple and intuitive interfaces to manage their health information as a result designing a one-size-fit design for all users is difficult for designers as healthcare designers often have to priorities one group like either doctors or patients and work with the distinct requirements of each group of users so designing a healthcare UX that effectively serves all stakeholders with usability and satisfaction can be a complex task.
When UX designers fails to balance the need of multi stakeholders then some negative consequences may arise like doctor may have to struggle with slow interface and limited information as a result medical errors may increase which can reduce the care of patients and they can also get frustrated which can lead to slow decision making as 44% of doctors said EHRs made their jobs less efficient, and nearly 63% felt EHRs decreased their efficiency overall
Whereas patients may get overwhelmed because of too much information and medical jargon, they may face difficulty in navigation which can lead to frustration and patient satisfaction will reduce leading to low engagement. One survey of 13,000+ patient portal users found satisfaction levels significantly impacted by computer ability and health literacy. Patients with lower health literacy reported lower satisfaction, especially when portals relied heavily on medical jargon or complex interface layouts. It’s important for effective UX design in healthcare and designers should create adaptive, inclusive experiences that can cater to all stakeholders effectively.
3. Privacy and Security issues:
Healthcare websites store sensitive patient data which includes medical records, personal details and payment information so when the interface is poorly designed, there are higher chances of threats like hacking and malware which can lead to data breaches that expose data of patients. These breaches can lose patients’ trust as they will fear that their personal information is not secure leading to low engagement and damage to the reputation of healthcare organisations. Also, they will have to face financial loss as they may have to pay hefty fines due to non compliance with HIPAA and GDPR regulations. As $1.3 million is the average fine for HIPAA non compliance and $20 million is the maximum fine for GDPR non compliance. For example, in a recent case, Amazon was fined €746 million ($812.4 million) by Luxembourg’s privacy watchdog for GDPR violations.
Additionally, regulations like HIPAA in the US and GDPR in Europe may create barriers to UX research, testing, and iteration as a result, designers face challenges in accessing real patient data for usability testing and due to this they have to rely on simulated data which doesn’t guarantee the accuracy and slows down the iteration process. For example, a hospital implementing a new patient portal may struggle to gather real user feedback because obtaining patient consent for testing is complex and time consuming. This can lead to delays in identifying usability issues which can result in a system that is less intuitive and potentially frustrating for users.
Designers must ensure their interfaces have the right security features like password protection, two-factor authentication, and encryption as this helps to safeguard sensitive patient data from unauthorised access of cyber threats. They also need to balance security with usability which can make sure that users can access and share their data easily and conveniently, without compromising their privacy or safety. Moreover, it’s important to incorporate compliance measures from the start to ensure UX research aligns with HIPPA and GDPR without last minute legal obstacles.
4. Accessibility issues:
Designing intuitive interfaces for such a broad user base can be challenging as healthcare platforms serve users with varying abilities, age groups and technical expertise. Buttons and links that are too small to see or to click is a great problem for elderly patients and people with motor skill issues as they get difficulty with precise movements, hand tremors or limited coordination so they may get frustrated as they cannot access the information.
Also, flashing/ blinking content and restricting the text resize can make it difficult for patients with low vision as they often rely on these features like which can zoom in to see details and resizing text tool so disabling these features creates barriers which can lead to user frustration and they won’t be able to complete the task leading to low engagement. A WebAIM survey found that 42% of low-vision users need 300% magnification or more to read content. If a website restricts zooming, these users may struggle to access information which can lead to frustration and poor user experience.
Healthcare systems must be accessible to a wide range of users, including those with disabilities and the elderly, who may not be tech-savvy. For example, a healthcare website designed for a young, tech-savvy user might have sleek animations and Al-powered chatbots, but those same elements can make it difficult for elderly patients or someone with cognitive impairment. As per WCAG 2.1 Guideline, content should not flash more than three times per second as this can cause seizures in people with photosensitive epilepsy. The flash area should be small and flashes should not be too bright to reduce the risk of triggering photosensitive seizures. Also, certain colors are more likely to cause problems like red flashes are especially risky as it is 5 times more likely to trigger seizures in people with photosensitive epilepsy and it can also distract the users and reduce readability leading to reduction in usability.
5. Emotional and Psychological factor:
Healthcare UX is not just about usability but it’s also about the emotional state of users. It’s a psychological fact that when the patients are in pain or stressed, by seeing the face of the doctor and by communicating with them patients recover quickly. So just like this, patients when visiting the site of healthcare they need a sense of assurance, clarity and ease of access to information. As when it is a poorly designed interface then there is no chat support, psychological support or doctors who can provide immediate guidance as a result, patients may feel anxious and uncomfortable leading to reduced trust and low engagement. For example, according to the analysis, 80% of patients prefer using digital communication channels (like chatbots or live chat) when engaging with healthcare providers.
UX design needs to be sensitive to these emotions and create interfaces that are calming, supportive, and easy to navigate as when the patients are worried about their health it’s become difficult for them to focus on complex interfaces also consider the anxieties or frustrations users might experience while using the healthcare system like when patients don’t find chat support and don’t understand complex jargons so they get frustrated so addressing these issues can satisfy patients and increase engagement. Also, utilize calming color palettes, clear language, and positive messaging to create a supportive user experience. Offer clear instructions and progress indicators to reduce user anxiety. A 2025 Press Ganey report, covering feedback from 13 million patients, shows that perceived teamwork, attentiveness, respectful care, and clear communication are significant drivers of patients’ confidence in their care and their likelihood to recommend the provider. Patients who felt safe and supported were 2.5 to 3 times more likely to recommend their hospital.
However, Healthcare UX design has its own challenges, but with the right skills and tools these obstacles can be overcome and improve patient experience. By focusing on patient-centered design and embracing new technologies, UX designers can significantly influence the future of healthcare, making it more inclusive and effective for all users. A well designed healthcare interface ensures seamless navigation, proper color contrast, easy communication and accessible website which leads to high patient satisfaction, improves operational efficiency and reduces medical errors.
If you’re a healthcare provider, designer, or stakeholder, now is the time to take action. Evaluate your current digital healthcare platforms and check that they are easy to use, accessible, and emotionally supportive? Conduct user testing, gather patient feedback, and implement improvements to enhance engagement and trust.
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