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Healthtech User Experience Done Right

March 4, 2024

Healthtech faces extreme challenges when it comes to digitization. Due to the sensitive nature of the information and data being handled. Coupled with the fact the majority of the user base is non-technical and quite often under stress. When it comes to developing tech for healthcare; you need someone who has been in the trenches.

In this work study, I want to go over the primary challenges one faces when developing products for patients and providers.

1 – The User Experience for Providers

When it comes to developing anything that providers will be dealing with day to day. Simplicity and integration should be at the core of any product. Doctors (especially based in US) are already using many tools to manage their workflows. 

And their number one question always is: Will this work with my current X?

If you are building an app that is aiming to improve provider’s workflow. It MUST integrate into the current popular system. Which means, a proper look into what current tools and tech are being used is mandatory for any Product Ideation stage.

Key things to consider when designing UI/UX for any provider platform:

– The app should run on all/any devices the providers are using, so it needs to take responsiveness into consideration
– The data flow from the app to EHR (if needed) or any other in house system needs to be free of faults, implement redundancy where possible
– Any process that needs to be carried out needs to use BIG UI elements, or as I like to call it, the POS terminal flow, maximum 4-5 user interactions per screen
– Fonts are VERY important, doctors scan documents all day, they want to know what is important, what is not, in a glance. Make use of good fonts and formatting to highlight important info on any screen.
– If your app or platform has anything to do with schedules. Build an easy to use schedule management feature which integrates with existing calendar apps like Gcal or Outlook. Providers run a tight ship, don’t be the loose plank.
– Last but not least, as mentioned, integrate your product into the existing workflow as much as possible. Providers hate having to learn a new thing, let alone learn a new platform all together.

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2 – Empathy based development for Patients using Healthtech Products

When patients are using any digital healthtech product – they will often be under stress.
– They want to quickly find medicine for their recent visit
– They want to talk to a doctor quickly for an emergency
– They want guidance on their symptoms in an organized manner

No matter the use case, in most situations your patient user group will be using a digital healthcare product in duress. (Unless your not dealing with such an app).

Regardless of the situation though. It is the best practice to build your app to be as easy to use as possible – that’s just good advice for any app or platform.

Here is my list of what needs to be clear cut in your patient focused software:

– Patients hate signing up. Make use of phone or email verification with passwordless entry if possible – there are ways to make this securer than having a basic password.
– Patients require tech support. If you are selling a product, you need a tech support team to handle queries. Make sure to build out good user facing documentation to cut on support call times for basic queries.
– Patients hate surprise bills. Healthcare billing is already a frustration point for many users, don’t be part of the problem. If you are a SaaS, be clear with what you are charging and why you are charging.
– If your platform is targeting certain niches that require accessibility feature. PRIORITIZE them above every nice to have feature.
– Lastly, as a patient, you want flexibility. Nobody wants to download an App for every other things. Offer a PWA, have a diverse system, which lets the patient conveniently access your service.

3 – Security, Privacy, and further thoughts

Healthcare (healthtech) is a very slow moving industry when it comes to digitization, the ‘’If it isn’t broken, don’t fix it’ is one of the primary reasons behind it. EHR was founded around 1960s and the system still powers up everything on the backend. If you are building an app that needs to integrate into it – security and privacy needs to be at the forefront.

I can go all day on every other leak and hack that has occurred in the past 5 years with healthtech. My main takeaway is that companies get greedy and don’t follow best practices when it comes to making sure they are compliant. 

Although nothing can be 100% secure. My advise here would be to make sure, your ethically and morally trying to be safe for your users. You are doing the best you can to not store anything on your backend.

That being said, if you need someone who knows a thing or two about making healthtech apps. As a Product Manager I have worked on multiple projects.

As your business matures, you need someone to come in and offer diverse help

  • You need someone who knows enough to “execute faster”
  • You need someone who “gets the job done”
  • You need someone who adapts to “how you work”

I am your best bet for quicker results.
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