A humanistic approach to designing digital healthcare products

Designing a digital healthcare product follows the same basic design thinking principles as other industries. However, the approach often requires deeper considerations, particularly around compliance, security, and the sensitive nature of the subject matter. It’s not just about building functional and intuitive apps—it’s about addressing the unique challenges and vulnerabilities of healthcare users.

We’ve noticed recurring issues with many healthcare apps. Some come across as overly clinical, which can create fear or discomfort. Others overwhelm users with medical jargon or fail to provide enough context for the information shared. There’s also the challenge of balancing the right amount of information—too much can overwhelm, and too little can leave users feeling confused or unsupported.

At its core, successful healthcare app design is about tailoring the product to the user’s mindset and needs. For example, if the goal is to help individuals access fertility information and resources, the app must create a  reassuring, inclusive, and empowering environment. On the other hand, an app focused on collecting medical data—such as tracking young adults’ cannabis use—may benefit from gamification elements to encourage retention and habit-building. All the while, security, privacy, and compliance with regulations like HIPPA must remain front and center.

Below, we outline the top principles to keep in mind when designing apps for the healthcare industry.

1. Create a personalized & tailored experience

Users should feel like the app is designed specifically for their needs, not as a one-size-fits-all solution. This involves tailoring content, features, and visuals to align with the user’s goals and expectations.

• Humanize the experience - Incorporate empathetic design elements that reassure and build trust, such as intuitive navigation and encouraging language.
• Dynamic adjustments - Consider incorporating features that adapt based on the user’s behaviour, preferences, or progress, making the app feel more responsive and personalized.

2. Speak the users language and prioritize accessibility

Healthcare apps must communicate clearly. Using plain, accessible language ensures users can fully understand the information being shared without feeling overwhelmed by jargon.

• Accessibility is key - Consider language barriers, visual impairments, and cognitive disabilities to create an inclusive product. Tools like dynamic text-sizing, high-contrast visuals, and multilingual support can make your app usable by a broader audience.
• Gather diverse perspectives - Conduct user interviews and testing with people from diverse backgrounders to uncover hidden usability challenges and sure the product resonates across demographics.

3. Keep users informed throughout the process

Healthcare often feels overwhelming, and users crave a sense of control. By keeping them informed about their progress and next steps, you can build trust and confidence.

• Transparency builds trust - use status indicators, progress bars, or notifications to show users exactly where they are in the process, such as completing a test or reviewing results.
• Empowerment through communication - Offer clear next steps, whether it’s booking an appointment, accessing additional resources, or understanding test results.

4. Provide clear access to resources & anchor in science

Information equals control—an essential element for empowering users. Your app should offer access to credible, science-based resources that help users make informed decisions.

• Empathize with vulnerabilities - Acknowledge that users may be navigating sensitive or emotional situations. Offer reassurance through user-friendly interfaces and empathetic content.
• Resource accessibility - Whether it’s FAQs, chat support, or educational videos, make resources easy to find and navigate.

5. Offer options to enhance inclusivity and trust

Flexibility in how users interact with your app can make it more inclusive and accommodating.

• Multiple options - Allow users to choose how they receive their information (e.g. email, in-app notifications, or printed copies) and provide flexibility in completing tasks (e.g. in-person vs remote testing).
• User control - empower users to make decisions about their healthcare journey, which fosters trust and engagement.

A case study: Begin Fertility

You can see these principles in action with our recent project, Begin Fertility. The goal was to reduce barriers to fertility information, enabling individuals to make informed decisions and clearly understand their options.

We began with our standard Discovery Process, where we dove into the “Understand” phase to learn about the project’s core pillars. These included democratizing access to fertility information, ensuring inclusivity, and providing users with an empowering and trustworthy experience.

Through thoughtful design and collaboration, we developed a platform that simplifies complex information, guides users through next steps, and creates a supportive environment for making life-changing decisions..

Read the full case study here.

A case study: Tricchome

We partnered with the Université de Montréal's affiliated hospital research centre (CRCHUM) to create Tricchome, a mobile app supporting a groundbreaking medical study on cannabis consumption habits in young adults aged 18 to 24. Built using React Native for seamless cross-platform functionality and AWS Cognito for secure user authentication, Tricchome integrates with CHUM’s RedCap database through custom middleware to ensure data accuracy and participant privacy.

The app is designed to be engaging and intuitive, featuring sleek branding and gamification elements that resonate with the target demographic while maintaining a strictly observational focus. Participants can track their cannabis use daily and complete periodic surveys to provide CHUM with longitudinal data. These features empower users with insights into their habits while aligning with CHUM’s goal of collecting unbiased, actionable data.

Read the full case study here.

Empowering healthcare through thoughtful design

By successfully navigating complex regulatory requirements and prioritizing user-friendly experiences, projects like Begin Fertility and Tricchome showcase how thoughtful healthcare app design can empower users and advance critical research.

Key principles like accessibility, personalization, and clear communication are essential to designing healthcare products that resonate with users. From simplifying fertility information to supporting cannabis research, our approach combines innovation, empathy, and expertise to create impactful solutions.

Ready to redefine what’s possible in healthcare technology? Contact us today to bring your vision to life.