How better user experience design in healthcare can save lives
In healthcare, the consequences of poor user experience aren’t just frustrating - they can be fatal. The stakes are higher than in almost any other industry, yet many healthcare services continue to operate in environments where patients feel lost, staff overworked and systems strain under the weight of complexity. But the antidote is clear: evidence-based user experience design.
What happens when you design for humans
In a landmark study, the Design Council and the NHS demonstrated that design can dramatically reduce violence and aggression in hospital A&E departments. Their collaboration at St George’s Hospital in London resulted in an aggression reduction of 50%, not through increased security or punitive measures, but through human-centred design interventions.
By focusing on the patient journey - from arrival and wayfinding to communication and privacy - the redesign improved clarity, comfort, and perceived safety. Design choices included:
Better signage and flow to reduce confusion and bottlenecks
Privacy screens to give dignity during triage
Clearer information to set expectations
These changes addressed root causes of patient frustration and anxiety, proving that design is not just decoration - it’s a lever for safety.
“When people are confused or fearful, they lash out. When people are calm and informed, they cooperate. Design influences that emotional state.”
— Design Council, “Reducing Violence and Aggression in A&E”
UX that saves lives
In digital healthcare, the same principle applies. According to the Interaction Design Foundation, good UX in healthcare means designing systems that:
Minimise cognitive load on patients and professionals
Communicate clearly, especially during crises
Provide feedback and reassurance at every step
Whether it's a nurse entering medication orders on a tablet or a patient self-scheduling a scan, well-designed interfaces prevent errors and encourage engagement. In contrast, clunky or ambiguous UX contributes to misdiagnoses, missed appointments, and medication mistakes.
Consider the humble medical form. A confusing layout, poor error messaging, or a lack of mobile responsiveness could mean a patient fails to book a critical test - or provides the wrong information entirely.
The future of healthcare UX
Healthcare will always be complex. But complexity doesn’t have to mean chaos.
The lesson from both physical and digital is the same: design with empathy, test with data, and focus on clarity. Whether you're reducing aggression in an emergency department or designing a remote monitoring app, the best user experiences in healthcare are those that reduce friction, elevate understanding, and protect the vulnerable.
Because when you design with the user’s experience at the centre, you’re not just creating better journeys - you’re enabling better outcomes.