UXPA Boston Conference 2024

Healthcare experiences result from the decisions made by those working within the system. Their decisions (both big and small) generate intended and unintended impacts and can perpetuate existing system biases. It is incumbent upon us as designers, researchers, content professionals and strategists to apply an intentional, critical lens. We can do nothing and continue to perpetuate harm, or we can work to create better systems and experiences.

One way of approaching this challenge is through the application of inclusive design practices to our work. But this can pose a challenge in a complex industry such as healthcare. Healthcare experiences are somewhat unique in that they are almost by definition shaped by multiple interacting entities, including an organization’s structures, the experience of its employees, and the actions and mindsets of the individuals participating in care. Inclusive design must ultimately contend with many different facets that make up a person’s experience.

This discussion will explore our collaboration with health and life sciences organizations to leverage inclusive design and start creating change from within. We'll discuss the challenges we faced and highlight opportunities we’ve seen in doing this work in complex settings.