Insights Unlocked Transforming healthcare UX with storytelling, data, and AI
Episode web page: https://bit.ly/4h5CI79
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In this special episode, recorded live at The Human Insights Summit in October, Amy Stillman, VP of Design at Cedar, and Logan Hartline, Senior Director of UX at HCA Healthcare, talk with host Lija Hogan from UserTesting about how healthcare leaders use storytelling and AI to improve UX, align stakeholders, and transform patient experiences.
The episode focused on innovation and user experience (UX) in healthcare, emphasizing collaboration, insights, and the integration of AI.
Key Themes:
- Collaboration and Success Stories:
- Amy shared Cedar’s efforts in creating tools to help patients identify Medicaid eligibility, simplifying a typically cumbersome process. The project highlighted the emotional and psychological barriers users face and how digital solutions can foster a more accessible and empathetic experience.
- Logan discussed a UX project improving emergency department operations. By shadowing staff and observing real-life workflows, the team uncovered critical design insights about the conflicting color codes across different systems, leading to improved coordination.
- AI and Innovation:
- Both leaders highlighted AI's role in their organizations. Logan described how predictive analytics are helping anticipate staffing needs in labor and delivery, balancing efficiency with human oversight.
- Amy discussed leveraging AI in call centers to improve data accuracy and reduce staff workload. By analyzing tone and call content, they enhanced both operational efficiency and patient satisfaction while maintaining sensitivity to user tolerance for AI interactions.
- The Power of Insights and Storytelling:
- Both speakers emphasized the importance of qualitative research and storytelling in aligning stakeholders and driving change. Using patient narratives and highlight reels, they built urgency and alignment among decision-makers, demonstrating the tangible impact of UX insights.
- Advice for UX Practitioners:
- Logan advised starting small with curiosity-driven research and democratizing UX practices within teams. Amy stressed the importance of aligning UX goals with measurable metrics that resonate with stakeholders, particularly in healthcare’s data-driven environment.