All of us are just one diagnosis away from being patients

The healthcare industry is unique in that it serves an unwilling user base.

This contrast really hit me while I was watching the latest Apple event. Unlike customers of Apple who pre-order the latest iPhone 15 before it’s even unveiled, people don’t wake up hoping to interact with healthcare systems and become consumers of medicines.

As the saying goes, we’re all just “one diagnosis away from being a patient.”

This simple truth has profound implications:

• We must design healthcare experiences with extra empathy, realizing the “end user” is often vulnerable and lacking agency.

• Health literacy and clear communication is crucial, as complex medical language can further disempower patients.

• Care must be personalized and human-centered, not one-size-fits-all. Each patient comes with unique needs, preferences and circumstances.

• Accessibility, affordability and convenience are paramount. Illness disrupts lives - healthcare should minimize this disruption.

Healthcare is a service unlike any other. It must meet people where they are, with compassion and care. The day may come when we stand in their shoes.

What’s your view on serving the “unwilling user” in healthcare? How can we elevate the human experience for patients and families? 👇