Part 3 of 3: Foreshadowing change with an achievable fiction. — In a recent interview, the CEO of Aetna, Mark Bertolini, asked this question: “What would you have to do to reimagine the experience so that you became the front door for the healthcare system?” Days later, Aetna announced its intent to be acquired by CVS, in a deal that will…

Part 2 of 3: As digital health innovation accelerates, so does the importance of healthcare user experience. — The open question in healthcare user experience today is a political one. Will the current administration keep campaign promises to repeal and replace the Affordable Care Act (ACA), and how will that affect our healthcare experience in the United States? With all the political uncertainty, it might seem like healthcare…

This is the first in a three-part series looking at forces that will affect healthcare user experience (HcUX) and the work of healthcare designers in 2018. Any innovator looking to bring new products and services to a market needs to understand how current attitudes and beliefs will affect willingness to…

We’re honored to have our work referenced by Ben Shneiderman in his article, “Improving Healthcare with Interactive Visualization” from Computer, the flagship publication of the IEEE Computer Society. The timeline view of a patient record in Allscripts’ ambulatory EHR iPad application, Wand, is referenced and pictured to illustrate a visual…

New approaches for building systems empathy in design — I recently wrote an article for EPIC People, a global organization focused on ethnography in business and design. That piece, “What’s So Funny ‘Bout Peace, Love and (Empathic) Understanding?” takes on the empathy backlash beginning to ripple through the research and design community. My assertion is that empathy remains crucial…

And three ways they’re different — Earlier this year, I wrote the post below as a sidebar for The UX Careers Handbook. …

Five years ago this Saturday, the Occupy Wall Street protestors brought their tents, as the poster above declaimed. …

Recently, I was invited by the New York City chapter of the UxPA to present at an event called Journey of UX Leaders. I presented alongside Mona Patel, CEO of Motivate Design. We were both there to tell the personal stories of our careers to around 100 UX professionals and…

I am from South Carolina, or at least I can say that I spent enough of my formative years there that it shaped me. Yes, that South Carolina. The one in the news. The one that has become the latest poster child for a virulent strain of southern racism. Growing…