In this episode of Build Well: Women Shaping Health Technology, the hosts unpack what it really means to design with empathy in health tech—where patients, providers, and caregivers face uniquely vulnerable and high-stakes situations.

Overview

They explore the challenges of understanding user needs, especially in crisis situations, and the complexities of measuring success beyond traditional metrics. The conversation emphasizes the need for trust and transparency in technology, the role of user research, and the potential of AI to enhance personalized care. Ultimately, the episode highlights the balance between user experience and business needs, advocating for a human-centered approach in design.

💡 Key Takeaways

1. Empathy = Human-first design: Consider emotional states, vulnerability, and agency—not just personas.
2. Multiple end users matter: Patients, providers, caregivers, and researchers all experience products differently.
3. Technology isn’t always the answer: Sometimes empathy means reducing tech or rethinking workflows.
4. Measuring impact takes time: Success in health tech often emerges months or years later—patience and persistence are required.
5. User trust is everything: Clear communication, transparency, and intuitive design build lasting credibility.
6. Bias check: PMs must acknowledge their own assumptions and continuously validate decisions with real users.
7. Get close to the user: Shadowing, advisory boards, and even AI-based simulations can ground product choices in real-world needs.

🔗 References & Mentions

• Crisis Text Line – Free 24/7 crisis support via trained volunteers.
• Pine Park Health – Provider-led care model for older adults.
• Evidation Health – Example of patient advisory groups and user research.
• Oura Ring – Wearable app praised for trust and user-centric design.
• Epic / MyChart – Highlighted as both widely adopted and challenging for usability/trust.
• Wearables – Fitbit and the culture of step tracking as a long-tail impact of early digital health tech.

Chapters

00:00 Introduction to Building with Empathy

02:41 Understanding Human-Centered Design

05:25 Empathy in Health Tech: A Deeper Dive

08:09 Building for Vulnerable Populations

10:51 Measuring Success in Crisis Situations

13:33 Balancing Multiple User Experiences

16:04 Technology vs. Human Interaction in Health Care

19:02 Trust and Autonomy in Health Apps

26:17 Navigating Healthcare Communication Challenges

29:08 The Role of AI in Personalized Healthcare

32:08 Designing with Empathy in Health Tech

36:09 User Engagement and Feedback Loops

39:31 Balancing Business Needs with Patient-Centric Design

45:47 Reflecting on Purpose in Health Tech Development