Health Experience Design 2021

Think about where you were and what you were doing one year ago. Think about the services, products, supports, and routines you were using to help you manage your health. Think about what problems you were using them to solve, and what needs you were using them to meet. Now, think about the same thing one or two months ago. Then think about what’s happening for you now. Throughout 2020, how people navigate their social, financial, physical and mental health needs has looked different for them with every day, week, and month that has gone by. In a systems-level crisis context, how do we capture and design for rapidly evolving user experiences and needs? We’ll talk about how the Livongo User Research team established a practice of dynamic, crisis-aware user research in response to the COVID-19 pandemic, and how this practice helped to generate empathy and make informed product strategy decisions in a time of all-encompassing uncertainty. We’ll reflect on how this experience has better prepared us to respond and adapt with agility and empathy in a potential future crisis, and share some thoughts on the lessons that could be taken from this experience on what it means to be resilient and create resilience-building product and health experiences.