Cost Savings and Competitive Advantage: The Benefits of UX Strategy in Healthcare

As healthcare organizations continue to embrace digital transformation projects, many leaders are turning to user experience (UX) strategy to drive these efforts.

UX strategy refers to the process of creating and implementing a plan to improve the overall experience of users when interacting with a product or service. In the context of healthcare, this can include improving the experience of patients when interacting with electronic health records (EHRs), telehealth platforms, or other digital tools.

One major reason healthcare leaders should prioritize UX strategy is the potential for improved patient outcomes. Studies have shown that a positive UX can lead to increased patient engagement, which in turn can result in better health outcomes. A study published in the Journal of Medical Internet Research found that patients who used an EHR system with a good UX were more likely to engage in self-management of their health and had better control of their chronic conditions. Our work with Children's Hospital of Philadelphia and St. Jude's Children's Research Hospital both leverage a strong UX strategy to help adolescents and young adults achieve better health outcomes using mobile applications for disease management.

Additionally, a focus on UX can lead to cost savings for healthcare organizations. Poorly designed digital tools can lead to increased errors, longer training times, and a higher risk of patient dissatisfaction, all of which can drive up costs. By contrast, well-designed digital tools can increase efficiency, reduce errors, and improve patient satisfaction, ultimately helping to lower costs.

Healthcare leaders should prioritize UX strategy to stay competitive in the rapidly evolving digital landscape. As more and more patients turn to digital tools for their healthcare needs, organizations that fail to prioritize UX may find themselves at a disadvantage as patients consider digital experience and patient experience as factors in healthcare decisions.

Moreover, investing in UX strategy can lead to a better understanding of the patient journey, which can help to identify pain points and areas for improvement. By understanding the patient journey, healthcare leaders can work to improve the patient experience and increase engagement with healthcare services.

Despite the many benefits of UX strategy, many healthcare organizations still struggle to prioritize it. Some leaders may view UX as an added expense or a "nice-to-have" rather than a critical component of digital transformation. However, as the healthcare industry continues to evolve, leaders who prioritize UX strategy will be better positioned to succeed in the digital age.

Healthcare leaders should prioritize UX strategy to drive digital transformation projects. A focus on UX can lead to improved patient outcomes, cost savings, and a competitive advantage in the digital landscape. Additionally, understanding the patient journey can help healthcare leaders to identify areas for improvement and increase engagement with healthcare services.