UX (user experience) research is becoming more important in healthcare as both consumer and clinical technologies expand. From AI in clinical workflows & patient-facing tools, direct-to-consumer care models, and the rise of wearables, digital healthcare increasingly depends on experiences that are clear, accessible, and easy to adopt. In this environment, strong UX research helps shape products and experiences that are engaging, trusted, and more likely to be used. What is UX research, and how can it help? Simply put, UX research allows us to observe how people interact with different products and services. It reveals what is working, where friction exists, and what needs to change to improve accessibility, usability, and overall experience. In healthcare, UX research helps uncover how people interact with a growing ecosystem of HCP- and patient-facing touchpoints that support care delivery and treatment journeys, including (but not limited to): -Patient portals (results, appointments, messaging, refills) -Telehealth and secure messaging (virtual visits and between-visit support) -Medication management and pharmacy workflows (reminders, refills, delivery tracking) -Remote patient monitoring (connected devices, app setup, readings, alerts) This matters because the digital health market is already substantial and still growing. IQVIA reported in 2024 that there were 337,000 digital health apps available, alongside more than 360 software-based digital therapies and 103 digital diagnostics. In healthcare, UX research is necessary for four key reasons: -Information is complex and must be understood, not just delivered. Patients and providers alike must interpret dosing, administration, benefits, and risks. UX research shows where understanding breaks down and how language, structure, and design can improve clarity. -Engagement often happens under pressure. Patients may be navigating symptoms, fatigue, or stress while using digital tools, while providers are often working within fast-moving environments where time, attention, and workflow constraints shape how they engage. UX research can help uncover how essential information is delivered in these moments and how to improve it. -Accessibility needs are dynamic. Despite developing products to meet standard accessibility guidelines, there are often additional considerations, especially for patients experiencing a range of physical, cognitive, and emotional side effects. For providers, additional considerations may reflect the demands of complex clinical settings. UX research helps adapt experiences, so they remain usable and inclusive, even as needs vary and change depending on setting. -Safety and trust are essential to engagement. In healthcare, unclear instructions, poor feedback, or inconsistent design can create uncertainty and increase the risk of error. Privacy, data protection, and compliance also play a critical role in whether a product is usable for both patients and HCPs. UX research helps identify where experiences may undermine confidence and how to design interactions that feel safe to use. What does UX research look like at HRW? At HRW, our team uses a mix of qualitative and quantitative methods to uncover how users experience digital healthcare assets. Below are two examples that show how our recent work has helped surface meaningful changes. Case study 1: Improving adoption of an AI diagnostic platform -Context: A client was iteratively developing an AI tool to support the prostate cancer diagnostic process and needed to understand how it could fit more naturally into existing clinical workflows. -Approach: By using UX focussed qualitative and observational methods with nuclear medicine and radiology specialists, we were able to understand the organic usage of the platform as well as exploring how well the tool aligned with existing clinical processes. -What we learned: The research identified practical usability and workflow barriers that could limit adoption in real clinical settings. -Outcome: The client received clear, actionable recommendations to reduce friction through interface optimizations to improve usability and strengthen the platform’s fit within clinical practice. Case study 2: Refining a patient website to support treatment understanding -Context: A client was building a portfolio website to support patients across three related treatments and needed to balance education, accessibility, and appropriate movement between information on treatment options. -Approach: We used a blend of research approaches to understand how patients interpreted the content, navigated between treatment information, and where the experience created clarity or confusion. -What we learned: The work revealed where content, language, and site structure helped patients, and where they introduced confusion or cognitive friction. -Outcome: The client received evidence-backed recommendations to simplify navigation, sharpen messaging, and create a more patient-centred experience ahead of launch. Across these examples, the pattern is consistent: UX research is informative, helping to strengthen decisions around language, navigation, content organization, and improve fit with real routines. Ultimately, UX research helps to help shape engagement, and engagement shapes whether products and tools can deliver value. If you’d like to find out more about UX research in healthcare, fill in the Contact form below. By Doran Campbell and Mike Bartram Apply Now!