In an age of high-quality consumer experience on digital platforms from Apple to Amazon, the patient experience in navigating the healthcare system has unfortunately not undergone the same evolution. While more than 90% of healthcare providers (HCPs) provide access to digital portals for their patients, which allow on-demand access to electronic health records (EHRs) and direct communication with their care teams, less than one in three patients who create accounts uses them. Common reasons cited include nonintuitive interfaces and a lack of personalization. A key factor is that developers design these portals based on the lens of the HCP. This is in contrast to the user-centric, design-first approach to product development typically employed by tech companies.
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