Health Experience Design 2021

The question of our time, wrote Eric Ries of "The Lean Startup," is not can it be built but should it be built. The future of healthcare is more and more being built based on abstractions of people into data and algorithms. As designers and researchers of healthcare, we share a concern that the future is being built without people in mind. In their place are apps that no one wants, new services without service, and products that discriminate against users. In this talk, we advocate for the perspectives of patients, clinicians, and caregivers to be at the center of healthcare design and innovation. By understanding how exclusion is built into design, we share methods to document our biases and bring the voices of patients, clinicians, and caretakers to the forefront of health. We draw upon case studies from our work in service delivery, substance use, and the COVID vaccine to examine new ways of listening to and learning from healthcare users and practitioners.