Episode web page: https://bit.ly/4h5CI79 ----------------------- Rate Insights Unlocked and write a review If you appreciate Insights Unlocked, please give it a rating and a review. Visit Apple Podcasts, pull up the Insights Unlocked show page and scroll to the bottom of the screen. Below the trailers, you'll find Ratings and Reviews. Click on a star rating. Scroll down past the highlighted review and click on "Write a Review." You'll make my day. ----------------------- In this special episode, recorded live at The Human Insights Summit in October, Amy Stillman, VP of Design at Cedar, and Logan Hartline, Senior Director of UX at HCA Healthcare, talk with host Lija Hogan from UserTesting about how healthcare leaders use storytelling and AI to improve UX, align stakeholders, and transform patient experiences. The episode focused on innovation and user experience (UX) in healthcare, emphasizing collaboration, insights, and the integration of AI. Key Themes: Collaboration and Success Stories: Amy shared Cedar’s efforts in creating tools to help patients identify Medicaid eligibility, simplifying a typically cumbersome process. The project highlighted the emotional and psychological barriers users face and how digital solutions can foster a more accessible and empathetic experience. Logan discussed a UX project improving emergency department operations. By shadowing staff and observing real-life workflows, the team uncovered critical design insights about the conflicting color codes across different systems, leading to improved coordination. AI and Innovation: Both leaders highlighted AI's role in their organizations. Logan described how predictive analytics are helping anticipate staffing needs in labor and delivery, balancing efficiency with human oversight. Amy discussed leveraging AI in call centers to improve data accuracy and reduce staff workload. By analyzing tone and call content, they enhanced both operational efficiency and patient satisfaction while maintaining sensitivity to user tolerance for AI interactions. The Power of Insights and Storytelling: Both speakers emphasized the importance of qualitative research and storytelling in aligning stakeholders and driving change. Using patient narratives and highlight reels, they built urgency and alignment among decision-makers, demonstrating the tangible impact of UX insights. Advice for UX Practitioners: Logan advised starting small with curiosity-driven research and democratizing UX practices within teams. Amy stressed the importance of aligning UX goals with measurable metrics that resonate with stakeholders, particularly in healthcare’s data-driven environment.
Full Episode
Welcome back to the Insights Unlocked podcast. In this episode, recorded live at the Human Insights Summit in October, we're diving into how innovative UX strategies are transforming healthcare.
Join us as we chat with Amy Stillman from Cedar and Logan Hartline from HCA Healthcare about leveraging AI, simplifying patient experiences, and using storytelling to drive meaningful change in a complex industry. It's an inspiring conversation you won't want to miss. Enjoy the show.
Welcome to Insights Unlocked, an original podcast from User Testing, where we bring you candid conversations and stories with the thinkers, viewers, and builders behind some of the most successful digital products and experiences in the world, from concept to execution.
And what I'm going to do first is actually let you both introduce yourselves. And we'll start with Amy, who's sitting next to me, and then I'll introduce myself.
Sure. So I'm Amy Stillman. I'm the vice president of design at Cedar. And so I own product design and user research. And Cedar's mission is to help everyone be able to afford and pursue the care they need. So we're kind of at the intersection of finance and healthcare, trying to help people pay medical bills. So I'm sure everyone's gotten a bad medical bill.
And if you haven't, then you've known someone that has. So pretty gnarly problem that we're excited to work on. A great user experience with a lot of room for improvement. Oh yeah. A lot of opportunities. Logan.
Well, hey, good morning. I'm Logan Hartline. I'm the senior director at HCA Healthcare. HCA Healthcare operates in 22 states, hospitals, urgent care, surgery centers, freestanding emergency departments, and physician practices. So I lead our user experience center, which really enables product designers to focus on digital products
for patients, consumers, nurses, doctors, hospital operators, HR professionals. If it helps our hospital group function, we are working on capabilities to enable those people to get their jobs done. We focus on accessibility, design systems, research as well. So never a dull day in our job.
Yeah, I feel like for everybody's job thesis, there's never a tall day, but just a little bit about me. I'm Leah Hogan, and I'm a principal on our experience research strategy team at User Testing. And basically what that means is that I have this kind of hybrid role of working with our customers to be able to
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