19 Mar What Healthcare Can Learn From Consumer Experience Design
In nearly every part of day-to-day life, consumers expect clarity, convenience, and personalization. Ordering groceries, booking travel, managing finances, and even learning new skills now happen through experiences that are intuitive and built around the individual.
Healthcare, however, has not followed the same path.
For many people, navigating healthcare still means long phone calls, confusing benefits language, fragmented providers, and unclear next steps. The result is frustration, delays in care, and missed opportunities to improve one’s overall health.
Healthcare does not lack innovation. What it often lacks is thoughtful experience design.
Reimagining the Healthcare Experience
Historical fear that builds barriers has also shaped how many healthcare systems evolved. Concerns around privacy, safety, and liability often led organizations to prioritize protection over usability, creating processes that can feel confusing or difficult for patients to navigate.
At Muse Health, we believe the future of healthcare experience lies in combining thoughtful design, data insights, and human-centered navigation. Through Oasis by Muse Health®, we focus on helping people move through the healthcare system with greater clarity and support, connecting individuals to the right resources at the right time.
Research increasingly shows that redesigning these experiences can materially improve access to care. A 2025 peer-reviewed study examining an automated waitlist and self-rescheduling system implemented at Mayo Clinic found that when patients were able to accept earlier appointment offers digitally, visits moved forward by an average of 22.6 days, demonstrating how experience redesign can significantly reduce delays in care.
As healthcare systems continue to rethink how people access and navigate care, consumer experience design offers a powerful framework for improving both engagement and outcomes.
How Oasis by Muse Health® Addresses the Gap
Healthcare can benefit from consumer experience (CX) design when experience is treated as a measurable part of how care is delivered. By reducing navigation friction, improving care transitions, and supporting respectful personalization, healthcare organizations can influence outcomes such as wait times, engagement, patient satisfaction scores, utilization, and equity indicators.
Oasis by Muse Health® was built around a simple premise: healthcare works better when people are supported by both technology and human guidance.
Rather than expecting individuals to piece together their care journey alone, Oasis connects members to a coordinated navigation experience that integrates data, care pathways, and real human support.
Through Oasis, members can receive:
- Through culturally concordant interactions, helping members better understand their care options and navigate the healthcare system
- Navigation support that connects clinical, pharmacy, and support services
- Digital tools that simplify healthcare interactions rather than complicate them
- Access to trusted navigators who help translate healthcare into clear next steps
- The goal is not simply efficiency. It is clarity.
- When people understand their care options and have someone guiding them through the system, they are more likely to access care earlier, follow treatment plans, and experience better outcomes.
Designing Healthcare Around People
Healthcare transformation does not begin with technology. It begins with a simple question:
What would healthcare look like if it were designed around the people who use it?
A 2024 multi-hospital study published in BMJ Open titled “Investigating patient engagement associations between a postdischarge texting programme and patient experience, readmission and revisit rates outcomes” found that patients who engaged in bidirectional text messaging after discharge reported higher patient experience scores and experienced fewer 30-day readmissions and revisits.
These findings reinforce a broader truth: when healthcare systems design experiences around people rather than processes, engagement improves and outcomes follow.
Consumer experience design has already answered that question in other industries. Healthcare now has the opportunity to apply those lessons in ways that improve access, trust, and outcomes.
At Muse Health, this belief shapes how we build and deploy Oasis by Muse Health®. Healthcare is personal, and the systems supporting it should reflect that reality. By combining human-centered navigation with data-driven insights, Oasis helps connect individuals to the right support at the right time.
Because when healthcare experiences become clearer, more connected, and more human, better outcomes are not just possible. They become expected.
Sources
Carmichael, John, et al. “Automated Waitlist Self-Scheduling to Improve Specialty Access in a Large Health System.” Health Services Insights, 2025.
Bruce, Courtenay, et al. “Investigating Patient Engagement Associations Between a Postdischarge Texting Programme and Patient Experience, Readmission and Revisit Rates Outcomes.” BMJ Open, 2024.