Improving Patient Engagement and Accessibility in Healthcare Apps: A Step-by-Step Guide for CIOs

1. Understand the Importance of UX Design in Healthcare Apps
   Let’s face it: in the world of healthcare apps, the user experience (UX) can make or break the whole thing. It’s not just about making the app look nice or making sure it’s technically functional — it’s about making it so easy and intuitive that the person using it feels at ease, almost like the app was designed with them in mind.

Why it matters:

• • Patient Engagement: When an app is easy to use, patients will actually want to engage with it. Think about it: people are more likely to use something that doesn’t frustrate them. It’s simple. So, when patients can easily track their health, communicate with their doctors, and manage appointments, they’re more likely to stick to their treatment plans.
    • Real-life example: MyChart, which is used by many hospitals across the U.S., is a great example. Patients who use it find that their engagement goes up because everything they need is at their fingertips. It’s user-friendly, which encourages them to keep using it.
  • Better Health Outcomes: An app that’s easy to navigate helps patients stay on top of their health — whether it’s remembering medication, checking lab results, or making appointments. This directly impacts their health outcomes. The simpler the app, the easier it is for people to make the app a part of their routine.
    • Real-life example: The Livongo app, used for managing chronic conditions like diabetes, has proven to help patients better manage their health. The app sends reminders, tracks symptoms, and provides insights that help people make better decisions about their care.
  • Streamlined Operations: A well-designed app can make a huge difference in the efficiency of healthcare operations. It reduces the back-and-forth between patients and providers, making everything smoother and less stressful for everyone involved.
    • Real-life example: Zocdoc makes booking doctor’s appointments a breeze. You can see available times, book on the spot, and get reminders, which lightens the load for both patients and providers.

When you get the UX right, everyone benefits — from patients to doctors to the healthcare system as a whole.

2. Conduct Extensive User Research
   Before you dive into the design process, you’ve got to understand who you’re designing for. And I’m not just talking about the obvious stuff like age or gender. You need to get into the nitty-gritty of what really drives your users, what frustrates them, and where their pain points are.

What to do:

• • Surveys and Interviews: This is your chance to listen. Talk to patients, caregivers, and healthcare professionals. What are their biggest frustrations with current healthcare apps? What features would make their lives easier? These conversations will give you a better idea of how to design something that truly serves them.
    • Real-life example: When Cigna worked on improving their app, they conducted interviews with users to understand how they were using the app and what could be improved. The result? Better features and a more user-friendly design.
  • Usability Testing: Sometimes, the only way to know if something will work is to test it. Start with wireframes or prototypes and get real users to interact with them. Watch where they get stuck and what they love — then tweak the design accordingly.
    • Real-life example: Teladoc Health continually tests its telemedicine platform to ensure it’s easy for patients to navigate. They gather feedback from real users to see how they interact with the app and refine it based on that.
  • Personas Creation: Building personas — or fictional profiles of your typical users — can really help guide the design. This isn’t about guessing; it’s about creating something that speaks to the real needs of your users.
    • Real-life example: When CVS Health redesigned their app, they took into account personas from all walks of life — young, tech-savvy people and older adults who might not be as comfortable with technology. This helped them create a more accessible app.

Taking the time to understand your users is an investment that will pay off in a big way.

3. Prioritize Accessibility for All Users
   Here’s something that’s often overlooked: not all users can interact with an app in the same way. You have to make sure your healthcare app is accessible to everyone, including people with disabilities. Accessibility is not just a nice-to-have; it’s a necessity.

What to consider:

• • Text-to-Speech Capabilities: Many patients with visual impairments rely on screen readers. Adding this feature makes a world of difference for them.
    • Real-life example: Aetna incorporated text-to-speech features into their app, allowing visually impaired users to listen to their health data, appointment schedules, and more.
  • Contrast and Color: High contrast text and buttons are crucial for people with color blindness. It’s one of those little details that can make a big impact.
    • Real-life example: Walgreens made sure to use a high-contrast color scheme in their app to help users with visual impairments easily read text and navigate the interface.
  • Keyboard Navigation and Voice Commands: Some users may have motor impairments that make touch interaction difficult. Offering alternative input methods — like keyboard navigation or voice commands — can make your app accessible to a wider audience.
    • Real-life example: Apple Health makes it easy for users with motor impairments to interact with the app through voice commands, reducing barriers to use.
  • Adjustable Text Size: Allowing users to change text size can be a lifesaver, especially for older adults or those with vision issues.
    • Real-life example: Medisafe allows users to adjust text size, ensuring that anyone can read their medication reminders or health info comfortably.

Designing for accessibility is more than just a requirement — it’s about making sure everyone, no matter their ability, can use your app to manage their health.

4. Simplify Navigation and Interface Design
   Nobody likes a complicated app. If it’s hard to navigate, patients won’t use it. The key here is simplicity — give users what they need in the fewest steps possible, and make sure the app flows logically.

How to simplify:

• • Minimalist Layout: You don’t need to add every feature under the sun. Keep the design clean and intuitive, and only include the features that are truly necessary.
    • Real-life example: One Medical’s app is a great example of simplicity. It’s easy to book appointments, view health records, and even message your doctor, all within a clean, minimalist design.
  • Logical Flow: Group related features together to make it easy for users to find what they need. For example, appointment scheduling, medical history, and billing should all be in easily accessible sections.
    • Real-life example: HealthTap organizes everything so you can quickly switch between consultations, prescriptions, and health tracking without any confusion.
  • Clear and Consistent Icons: A consistent design language helps users understand the app’s functions quickly. Icons should be simple and easy to recognize, so there’s no need for a tutorial.
    • Real-life example: Fitbit uses clear, recognizable icons for features like exercise tracking, sleep logs, and more. You don’t need to think twice about what each icon represents.

When the app is easy to use, patients are more likely to stick with it and benefit from its features.

5. Implement Personalization Features
   Personalization is one of the most powerful tools in making an app feel relevant. When patients can tailor the app to their specific health needs, they’ll feel more engaged and motivated to continue using it.

What to do:

• • Personalized Health Goals: Let users set goals that matter to them. Whether it’s tracking weight, managing diabetes, or monitoring medications, personalized goals help patients stay motivated.
    • Real-life example: Noom allows users to set personal health goals, whether it’s losing weight or eating healthier. The app sends reminders, tracks progress, and keeps users motivated with a personalized approach.
  • Customizable Dashboards: People have different health priorities. Let them choose what they want to see when they open the app. If someone is managing a chronic condition, they might want to prioritize medication reminders or symptom tracking.
    • Real-life example: MyFitnessPal lets users choose which metrics they want to focus on — whether that’s calories, exercise, or other health markers. It’s about making the app as personalized as possible.
  • Notifications and Reminders: Send personalized reminders based on the user’s health profile. A little nudge can go a long way in helping someone stick to their medication schedule or remember a doctor’s appointment.
    • Real-life example: Medisafe sends timely reminders to patients to take their medications, improving adherence and reducing forgetfulness.

By offering personalized features, you create an experience that feels tailor-made for each user, which boosts long-term engagement.

Conclusion

Creating a healthcare app that truly enhances patient engagement and accessibility isn’t just about ticking boxes. It’s about designing something that patients genuinely want to use — something that makes their healthcare journey easier, more efficient, and more personalized. By focusing on UX design, conducting thorough research, prioritizing accessibility, and continuously refining the app based on user feedback, CIOs can build an app that not only meets regulatory requirements but also improves health outcomes.

Think of your app as a tool that empowers patients to take control of their health. When it’s intuitive, accessible, and engaging, it has the potential to transform lives.