As I sat in the audience at the latest TEDxChicago talk, Abbie Clary’s words resonated deeply. As the Director of Health at CannonDesign, she spoke of reimagining healthcare spaces to better serve the human experience. Drawing on her personal loss and decades of architectural expertise at one of the world’s most innovative design firms, Abbie shared how the right design can transform sterile, intimidating environments into places that support dignity, reduce anxiety, and empower healing.
Her message was clear: design is not just about aesthetics; it’s about empathy. It’s a belief that extends far beyond physical spaces, resonating with what we do at ArtVersion in the digital realm. As the design partner of TEDxChicago, we were particularly moved by Abbie’s presentation, which perfectly encapsulated the transformative power of thoughtful design.
I encourage you to take a moment to watch Abbie’s powerful presentation below. Her personal story and professional insights offer a compelling vision for the future of healthcare design that will stay with you long after the video ends.
While architects like Abbie reshape hospitals and clinics to improve the patient experience, here at our studios we build digital healthcare environments that are just as user-centered. Both disciplines share a common goal: to design systems—whether physical or virtual—that put people first.
Why Human-Centered Design Matters
In both physical and digital healthcare spaces, people often find themselves at their most vulnerable. They may be anxious, overwhelmed, or searching for answers. Human-centered design acknowledges this and seeks to create environments that guide, support, and comfort them.
In a physical healthcare setting, this could mean softer lighting, clear wayfinding, or spaces designed for privacy and reflection. Online, it translates to intuitive navigation, accessible layouts, and a sense of trustworthiness. Whether someone is navigating a hospital corridor or their corporate website, the experience should feel seamless and supportive of their journey.
Designing for People, Not Systems
My team believes that the principles of human-centered design are essential in the digital healthcare space, we refer to it as user-centered design. Websites and digital platforms are often the first interaction patients or caregivers have with a healthcare provider. These platforms need to do more than deliver information; they must connect with the human on the other side of the screen.
The foundation of human-centered digital design begins with accessibility – ensuring that everyone, regardless of physical or cognitive ability, can effectively use and navigate the platform. This means incorporating features like screen reader compatibility, keyboard navigation, and clear visual hierarchies. But accessibility alone isn’t enough; the design must also emanate empathy, creating interfaces that acknowledge and respond to users’ emotional states. This might manifest in thoughtful micro-interactions that provide reassurance during complex processes or clear, compassionate language that guides users through difficult topics.
Clarity becomes particularly crucial in healthcare contexts where stress can impact cognitive processing. Information architecture must be intuitive enough that even someone in a heightened emotional state can find what they need. This means breaking down complex medical information into digestible pieces, using plain language, and providing clear next steps for any action required.
Bridging Physical and Digital Realms
The integration of physical and digital healthcare spaces presents unique challenges and opportunities. As healthcare delivery becomes increasingly hybrid, the boundaries between in-person and virtual care continue to blur. This convergence demands thoughtful consideration of how physical and digital experiences can complement and enhance each other.
Consider the journey of a patient scheduling an appointment. It often begins on a digital platform but transitions to a physical space. The design of both environments must work in harmony to create a cohesive experience. This might mean ensuring that digital wayfinding systems align perfectly with physical signage, or that the visual language used online matches the environmental design of the facility.
The challenge lies in maintaining consistency across these touchpoints while adapting to the unique constraints and opportunities of each medium. Digital platforms must respect bandwidth limitations and varying device capabilities while physical spaces must account for environmental factors and maintenance requirements. Yet both must maintain the same level of accessibility, empathy, and clarity that defines human-centered design.
Prioritizing Universal Accessibility
In healthcare environments, accessibility isn’t just a compliance requirement—it’s a moral imperative. Both physical and digital spaces must serve everyone, regardless of their abilities, age, or technological literacy. This universal design approach requires thinking beyond basic accommodations to create truly inclusive environments.
In physical spaces, this means going beyond ADA requirements to consider the full spectrum of human needs. Hospitals and clinics must account for varying mobility levels, sensory sensitivities, and cognitive differences. This might include considerations like adjustable lighting systems that can accommodate light sensitivity, clear acoustic design for those with hearing impairments, or intuitive wayfinding that works for people with different cognitive processing styles.
Digital accessibility presents its own unique challenges. Healthcare websites and applications must work seamlessly with assistive technologies like screen readers and voice commands. But true digital accessibility extends beyond technical compliance. It includes considerations like:
- Color contrast ratios that account for various forms of color blindness while maintaining visual hierarchy
- Font choices and text sizing that remain legible across different devices and vision capabilities
- Interactive elements designed to work with multiple input methods—touch, keyboard, voice, and various assistive devices
- Content structure that makes sense both visually and when read aloud by screen readers
- Load times and performance optimization to accommodate varying internet speeds and device capabilities
The intersection of physical and digital accessibility creates new opportunities for inclusive design. Digital wayfinding apps can complement physical signage, offering multiple ways to navigate complex healthcare facilities. Virtual check-in systems can reduce physical barriers while providing options for those who prefer or require in-person assistance. The key is ensuring that these systems work together seamlessly, never forcing users to choose between accessible options but rather providing multiple paths to the same goal.
A Shared Purpose
The healthcare journey is complex, and both physical and digital spaces play a role in shaping it. By focusing on user-centered design, we can ensure that these environments work together to support patients and families. The key lies in understanding that whether physical or digital, these spaces serve the same fundamental human needs: the need for clarity when confused, comfort when distressed, and dignity throughout the healthcare journey.
In the end, design is a tool for empathy. Whether we’re building physical or digital environments, the goal is the same: to create spaces where people feel valued.