Vulnerable groups’ experiences of digital healthcare services

Vulnerable groups often face the greatest barriers when using digital healthcare services. This project explores user experiences through interviews and focus groups, creating user journeys and personas that highlight user needs and challenges. The aim is to support the development of more accessible, user-friendly, and universally designed healthcare services.

Barriers in digital healthcare

Studies demonstrate that vulnerable groups use digital healthcare services the least, yet report the most problems when they do. Key issues include fragmented services, limited usability, and poor application of universal design.

Understanding user experiences in digital healthcare

The project sheds light on the experiences of patients, relatives, and guardians from vulnerable groups as they navigate digital healthcare services.

Insights are gathered through interviews and focus groups which will form the basis for developing user journeys and personas. These typical but fictitious representatives make user needs visible and serve as valuable tools in design processes.

Improving digital healthcare access and usability

We aim to:

• Increase knowledge and awareness of the challenges vulnerable groups face
• Encourage healthcare providers to consider diversity and adopt holistic user perspectives
• Promote better design and planning of digital healthcare solutions and treatment pathways

Expected outcomes and impact

By highlighting real user experiences, the project contributes to:

• More accessible and universally designed digital solutions
• Smoother transitions across services and touchpoints
• Better user experiences for all healthcare users, not only vulnerable groups

To learn more about this project, please contact: