Users of digital health tools require a uniquely high standard of security and accessibility, but these two critical features sometimes conflict. Secure experiences require more friction, while accessible ones require less. Is there a way to design a secure and accessible digital health experience that is “just right?” My work at multiple healthcare organizations (CVS Health, Amwell, Optum) has led to a particular emphasis on the application of friction as a tool rather than as something to be avoided. Accuracy, privacy, security, and accessibility are crucial to healthcare experiences, so I would like to share my knowledge in how to achieve these when they are seemingly in conflict.
