What Does Quality Healthcare Mean?

A few weeks ago I virtually attended the NCQA Quality talks. The goal of the talks is to hear from experts in a variety of areas of healthcare as they consider what quality healthcare means. This year the talks focused predominantly on marginalized communities and challenging situations. While Covid is a daily reminder of the…

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Health Literacy and Social Determinants of Health

Last week, at Mad*Pow’s annual Health Experience Design Conference, someone asked me “what is the correlation between health literacy and social determinants of health?” This was during a workshop on health literacy and plain language. This isn’t a simple question to answer, so let’s explore it. Social Determinants of Health What are social determinants of…

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What Types of Content Strategy Do You Do?

Forbes recently wrote an article titled There Are Three Kinds Of Content Strategy: Which Are You Doing? but really, are there only three types? I don’t think so. However, I was intrigued. What types of content strategy do I do? What types do you do? Forbes: Three Kinds of Content Strategy According to Forbes, these…

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UX in Civic Design

I know very little about UX in civic design. The day after an election, or a caucus (like yesterday’s), I rely on more knowledgable civic design folk. People like Dana Chisnell and Andrew Maier educate me. As Dana says, “every day is a civics lesson.” As we await the results of yesterday’s Iowa caucus, it’s…

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Instacart’s Poor UX: a Case Study

When we talk about creating a good user experience people like to throw around the term “delight.” And delight is a great idea. I’m all for delighting people. But, as with so many things, it is easier said than done. It’s impossible to delight without first being reliable. Instacart‘s poor UX is a great example….

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When Ethics in Healthcare Impact Real People

In a recent Twitter argument someone posed the question: how does Elizabeth Holmes, founder of Theranos, a company that claimed to change the world of blood tests, differ from any other startup founder? Startup founders are asked to… bend the truth. Shareholders want to know that the biggest, brightest, most exciting new idea is coming,…

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Empathy is Not the Answer to UX Design

As UX practitioners, our job is to aid, support, and at times protect end-users. We create experiences that help them. Therefore, it seems a no-brainer that “empathy” benefits UX design. Many, many, MANY articles have been written about empathy in UX. Nielsen Norman Group has written about Sympathy vs. Empathy in UX. Career Foundry explored…

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The Illusion of Choice: A Dark UX Pattern

Back in 2015 I wrote about the “perception of control“. These are situations where people don’t (or can’t) have control, but UI elements help make it look like they do. But lately I’ve been hearing about a dark UX pattern. This pattern, much like the UI patterns I noted, looks like a choice. But it…

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The State of Voice UI in 2019

I spent last week at VOICE Summit, soaking in all that is happening in voice UI. Use cases for voice, new products coming out, and the latest technology dominated the stage. It was overwhelming, and incredible. Here are just a few of my many takeaways – and a few recommendations for where to learn more:…

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