Healthcare UX (User Experience) focuses on making healthcare tech easy to use. It is about improving digital tools like apps and websites that meet the needs of patients and providers. The goal is to make healthcare services more useful and satisfying as it reduces errors, enhances accessibility and it also increases safety and health outcomes.
Good UX Healthcare is where the data is simple to find, clean to comprehend, and easy to incorporate. It includes easy navigation, accessibility and clear language that helps patients to quickly book the appointment and acieve their goals without any frustration which saves their time and satisfies them. Also, it builds trust through secure systems as they feel that their personal information is protected leading to better engagement. Whereas, poor UX leads to errors, frustration and inefficiency as poor designs makes it difficult for patients to complete tasks which results in wastage of time and dissatisfaction. As 60% of patients report that they are more likely to switch healthcare providers if they experience difficulty in scheduling an appointment.
So what makes a good Healthcare? Let’s explore critical strategies that every healthcare UX designer should consider and implement to improve user engagement.
8 Best Practices for Effective Healthcare UX Design
As a healthcare UX designer, staying up-to-date on the latest trends in healthcare is important as it helps in designing solutions that address real world challenges and improve patient outcomes. According to McKinsey, telehealth adoption surged 38X from pre-pandemic levels, highlighting the need for seamless virtual care experiences.
Let’s take a closer look at several healthcare UX best practices that enhance patient satisfaction, improve usability and streamline workflows for healthcare providers.
1. AI powered chatbots:
Al-powered interfaces can analyze patient history, behavior, and medical trends to offer proactive health recommendations. It identifies patterns and generates insights that are more accurate than what humans are capable of.
Even with the most user-friendly interface, users still struggle to find information as many platforms and websites put FAQs in the chat support which is not enough for users as sometimes they wanted to ask the questions that are not available in the chat support so by using Ai-powered chatbots and virtual assistants can help in resolving such issues.
Besides answering questions, chatbots can also schedule doctor appointments, guide the patients to relevant information and remind them about their consultation or anything which allows healthcare staff and professionals to focus on critical care rather than focusing on these things like booking appointments, replying etc. Moreover, it can assist users in multiple languages like translation in their language which helps patients to understand the information easily and complete their task efficiently. A study cited by Idea Usher indicates that AI-powered chatbots can significantly enhance patient satisfaction by 70%, attributed to 24/7 access to information and support.
2. Data Visualisation:
It transforms complex information into understandable formats by using charts, graphs and other visual elements which helps doctors, patients, and administrators to see the patterns and trends. And instead of reading long reports, patients can quickly grasp insights. For example, they can see the sugar level, glucose level or blood pressure rather than reading complex medical reports and as it is a famous meme about the doctors handwriting that only doctors can understand their writing so patients can easily understand their reports through charts and infographics without any frustration. Also, it saves time for doctors as they can quickly go through the patient’s history through clear visual reports which can increase efficiency and accessibility for everyone. A study published in the Journal of Medical Internet Research explored the impact of visualization dashboards on the quality of care and outcomes.
However, effective data visualization requires careful design so it should be clear and avoid distortion like overusing of 3D effects can make it difficult for patients to compare data accurately and poor color contrast or too many color points can make it difficult for patients to read and understand especially for the colorblind users. Designers should highlight only important information to ensure clarity as too much information and unrelated data can confuse patients and can frustrate them. For example, a patient portal displaying the sugar level or glucose level in numbers or percentage and a line graph of patients blood sugar fluctuations over time. Sometimes Poorly designed visuals can mislead patients and doctors as by presenting unrelated data together or older reports together which can lead to bad decisions. Therefore, it’s crucial for designers to avoid these mistakes while healthcare visual designing.
3. Empathy:
It means designing digital health tools with a deep understanding of patients’ feelings. This includes their stress, fear, and confusions. But this requires thorough user research with interviews or observational studies to learn about patients’ needs. By understanding the patients, designers then create digital solutions that address specific user pain points which enhance the quality of care and they create tools that are easy to use and helpful as patients can access the information easily and complete the task efficiently like booking the appointment or reading about the specific disease which can improve patient experience, build trust, and lead to better health results.
UX designers need to be sensitive to the emotions of patients and create interfaces that are calming, supportive, and easy to navigate as when it is good healthcare UX design then it reduces the anxiety of patients, improves their trust and they feel more comfortable. A Deloitte study highlighted in an article from UXmatters indicates that healthcare providers incorporating empathy-driven design into their digital platforms experience a 35% increase in patient satisfaction rates.
Moreover, interfaces that are easy to navigate reduce the cognitive load for patients, especially it is helpful for those who are dealing with serious health issues or the ones who are in depression. Using soft colors, simple icons and resizing text options can create stress free interaction as patients who are elderly or with low eye vision can increase the size of text or zoom in to read and understand important medical information without confusion. An analysis of user reviews from 106 mental health apps revealed that users highly appreciate applications with well-designed user interfaces.
4. Telemedicine:
It allows patients to remotely consult with healthcare professionals through video calls or other digital channels as sometimes there are unexpected situations when people need immediate support For example, a new mother worried about her baby who got sudden fever so by immediately communicating with the doctor through chat or call so she will get timely medical advice which will not not only reduce anxiety of the mother but also help ensure the child gets the necessary care without delay. Similarly, there are many situations when people or patients need quick help. Features like live video assistance, chatbots and interactive tutorials help people to navigate the system, understand the information and quickly solve the problems which improves user experience and engagement. A systematic review published in BMJ Open analyzed 44 studies and found that patient satisfaction was the most frequently reported outcome in telehealth interventions, with 20% of the studies highlighting improved outcomes and 15% noting enhanced communication as key factors contributing to satisfaction.
Moreover, when the patients know that they can get the timely response so they are more likely to engage with the platform. This saves their time and this prevents overcrowding in hospitals. Also, by implementing one tap emergency assistance users can quickly connect with the doctors which can reduce anxiety and even though it can save the life of any patient with a critical situation. For example, a heart patient experiencing chest pain can tap an “Emergency Help” button in a healthcare app, which automatically dials 911 or a connected doctor.
5. Voice User Interfaces:
Voice user interface (VUI) is helpful for every type of users as Doctors can use voice to record notes during checkups, Nurses can use voice to update patient charts, Surgeons can use voice to control equipment in the operating room and Patients can use voice to book appointments or ask for medicine refills. A 2023 survey revealed that approximately 70% of healthcare organizations found voice AI beneficial in improving workflows and patient care.
Additionally, there are many elderly patients who sometimes don’t know the correct spellings and since their hands tremble so they are unable to write and typing is also impossible and difficult for visually impaired patients. So Voice commands help these patients to navigate the healthcare website or app and access the information without needing to read or type. For example, In Youtube, when we click on a search icon, there is an option to speak to so many users who can’t type so they just speak and search for whatever they want. Similarly, Whatsapp, Instagram, Facebook and Snapchat these platforms provide a Voice user interface (VUI) as people can speak through voice and can hear through voice and now the whatsapp has updated the feature in which when someone leaves a voice so people can read the voice messages as well which makes it more accessible for users who have difficulty hearing or in situations where they can’t play. However, Voice commands don’t only help patients but it helps doctors and nurses as instead of writing or reading long reports they can just use voice which saves their time.
6. Comprehensive Appointment Schedule:
A well structured schedule provides clear details on available slots for consultation. It includes availability of dates, specific timings, availability of doctors and their charges which can help patients to book the day and timings of appointment according to their convenience and choose the doctor according to their affordability which will result in less cancellation and improve user experience as they won’t have to wait for their turn as they will come on their selected appointment timings, ensuring a smoother process. A proper schedule not only helps patients but it will also help doctors as they can plan their day effectively rather than waiting for the patients that may come leading to improvement in time management and less stress.
A study by Accenture found that 64% of patients prefer digital appointment scheduling, as it reduces wait times and enhances accessibility. Moreover, research shows that missed appointments cost the U.S. healthcare system over $150 billion annually, with each no-show costing a provider around $200. Implementing structured scheduling and reminders can significantly reduce these losses while improving patient satisfaction.
7. Privacy and Security:
Healthcare websites store sensitive patient data which includes medical records, personal details and payment information so poor security can expose sensitive patient data leading to data breaches. Do you know that the healthcare industry faces higher data breach costs than any other sector? According to reports by reuters, Due to non compliance with HIPAA and GDPR regulations, Healthcare organisations can face heavy financial loss 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.
Exposing or personal data leak of patients can greatly dissatisfies patients as a result their trust will lose leading to potential loss of patients and reputational damage of healthcare organizations so it is important for designers to 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 unauthorized access of cyber threats. Security and privacy policies build trust and satisfy patients so they feel confident while sharing their personal information. For example, all the digital banks apps ask for login and send the security code through email which ensures that only authorized users can access their accounts which helps prevent unauthorized access, identify fraud and also satisfies all users. Moreover, designers should limit data collection and should only ask for what is needed. Data should be encrypted to keep it safe. And regular security tests are crucial as it can find and fix weak spots like potential data leaks and misconfigured security settings.
8. Accessibility in UX design:
Accessibility in design is crucial as according to the World Health Organization (WHO), over 1.3 billion people globally experience significant disabilities, which is about 16% of the world’s population. Disabilities include visual, cognitive, auditory and motor impairments. There are some barriers in interfaces that makes it difficult for patients to complete the task and interact with the content such as Buttons and Links that are too small to see and tap through fingers are a great problem for anyone especially people with motor skill issues as they may get difficulty with precise movements, hand tremors or limited coordination so they may get frustrated to navigate a website as a result they may abandon the site.
Moreover, there are many elderly patients and people with disabilities like who have low eye vision might get irritate with flashing/ blinking content as it directly strains the eyes which can cause headache and discomfort for them and restricting the resizing text or zoom screen can prevent patients from accessing information as these types of patients often rely on this so restricting these features can frustrate them as a result they will abandon it leading to low engagement. For example, According to the webaim.org survey of Users with Low Vision #2, conducted in September 2018, 18% of respondents reported enlarging web content to over 400%. The survey also indicates that 22% of respondents do not enlarge web content. If a website restricts zooming, these users may struggle to access information which can lead to frustration and poor user experience.
It’s important for healthcare designers to make the design accessible for elderly patients and those with disabilities by providing them features like resizing text, high contrast modes and stop option for flashing/blinking content as this will help patients to access the information quickly as a result, usability will increase and expand the reach. And from implementing this technique, not only the elderly or people with disabilities can access information easily, but also everyone can have a seamless user experience. A study by thesun.co.uk found that 76% of individuals with disabilities remain loyal to brands offering accessible options, highlighting the importance of inclusive design in retaining users.
Healthcare UX design is no longer just about User experience or Usability but it’s about saving lives of people, reducing the medical errors, providing immediate help and enhancing patient engagement by building trust. Healthcare organisations that prioritise privacy and security, accessibility and implement above all best practices enhances patient satisfaction, streamlines provider workflows, reduces the operational cost and improves health outcomes. A Deloitte study uxmatters revealed that healthcare providers who incorporate such designs see a 35% increase in patient satisfaction.
However, a great UX design is an ongoing process. Regular evaluation and optimization are crucial to ensuring healthcare platforms remain effective, accessible, and user-friendly. Healthcare organizations need UX designers who are specialists in designing healthcare apps and websites. If you want to learn how to assess and improve UX, check out “10 Tips for Effective User Experience Evaluation” to refine your design strategy and create impactful digital healthcare experiences.
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