Presentation
From Clicks to Care: Understanding Patient Experiences in Digital Healthcare Journeys
SessionUX: Perspective and UX
DescriptionThe rapid digitization of healthcare has transformed how patients engage with care systems, moving core activities like scheduling, prescription refills, and provider communication into virtual environments. While these tools offer clear benefits in convenience and access, they often fall short of delivering seamless, patient-centered experiences. This study investigates how patients navigate the increasingly hybrid landscape of digital and in-person care. Through a longitudinal diary study and in-depth interviews with a diverse group of participants, we analyzed 93 real-world healthcare interactions spanning digital platforms and physical touchpoints. Findings reveal that while patients readily adopt digital tools for routine tasks, particularly via smartphones, significant friction emerges in more complex interactions such as pre-appointment processes. Participants frequently encountered fragmented workflows, redundant administrative forms, and non-intuitive interfaces that disrupted care continuity. Many touchpoints, though functional, failed to anticipate user needs or accommodate varying levels of digital literacy. These insights underscore the need to move beyond simple digitization toward adaptive systems that align with patient expectations. We argue for the redesign of patient-facing technologies not just as administrative extensions, but as integral components of the healthcare experience - capable of bridging digital touchpoints with physical care to support more intuitive, equitable, and efficient patient journeys.
Event Type
Industry/Practitioner Content
Lecture
UX Miniconference
TimeTuesday, October 14th3:20pm - 3:40pm CDT
LocationGrand E/F
User Experience
UX Mini-Conference