The Next Frontier of Healthcare
Oct 8, 2026 · 46 min · 11 segments
On this episode of the Design Mind frogcast, we join Sylvia Park-Ekecs, Global Head of Consumer Experience and Design at Sanofi, and…
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Oct 8, 2026 · 46 min · 11 segments
On this episode of the Design Mind frogcast, we join Sylvia Park-Ekecs, Global Head of Consumer Experience and Design at Sanofi, and…
Elizabeth WoodHostPatients, we the people, right, are now benchmarking healthcare against other apps that they use, such as banking, their food delivery to their online purchase, like, you know, e-commerce.
But not against other health care, such as hospitals, right? So health care is shifting from a provider-centric, which seems to be a fragmented system.
It's, you know, reactive to a point to a patient-centric, which should be proactive and unified.
And care itself is moving out of the four walls of the clinic and into the patient's home.
And that means, you know, the friction that used to be tolerated, such as if I get sick, three phone calls to refill prescription to reentering the same information at every visit reads as quality defect, not as an inconvenience.
So underneath it all, also, there is a concern and, you know, the trust issue.
is one of the, trust is one constant that holds across all pretty much age group in every setting.
Even a generational device shape shows how differently people experience care from grandparents to the grandkids, right? So it's really happening while, I hate to say it, but there is always a budget.
Patient experience programs and also the community are coming under renewed scrutiny as hospitals adjust to reduce funding with troubling early signs that patient experience expertise is being cut disproportionately.
The irony is that the moment patients need experience to hold the system together, the function responsible for it is fighting for its budget line sometimes.
trust in healthcare, trust in, say, science has never been so low and so impacted.
You know, again, when we looked at the research that we've just done, people are starting to trust these new tools, perhaps beyond actually the kind of the foundations they've created, like perhaps beyond what they've actually kind of maybe merited.
You know, we saw that for relatively sort of pro users of AI, they started to show trust of the recommendations comparable to that of their primary healthcare professional.
It's starting to see some of the implications for people in terms of, okay, well then reshaping their behavior because of this.
It's interesting, isn't it? In the one hand, you've got a system that has lost a lot of trust and some background for that.
And these new tools where people are starting to more quickly than we've seen before, start to scale their kind of not just their trust, but they're kind of basing their actions, basing their behaviors on the recommendations.
Patients, we the people, right, are now benchmarking healthcare against other apps that they use, such as banking, their food delivery to their online purchase, like, you know, e-commerce.
But not against other health care, such as hospitals, right? So health care is shifting from a provider-centric, which seems to be a fragmented system.
It's, you know, reactive to a point to a patient-centric, which should be proactive and unified.
And care itself is moving out of the four walls of the clinic and into the patient's home.
And that means, you know, the friction that used to be tolerated, such as if I get sick, three phone calls to refill prescription to reentering the same information at every visit reads as quality defect, not as an inconvenience.
So underneath it all, also, there is a concern and, you know, the trust issue.
is one of the, trust is one constant that holds across all pretty much age group in every setting.
Even a generational device shape shows how differently people experience care from grandparents to the grandkids, right? So it's really happening while, I hate to say it, but there is always a budget.
Patient experience programs and also the community are coming under renewed scrutiny as hospitals adjust to reduce funding with troubling early signs that patient experience expertise is being cut disproportionately.
The irony is that the moment patients need experience to hold the system together, the function responsible for it is fighting for its budget line sometimes.
trust in healthcare, trust in, say, science has never been so low and so impacted.
You know, again, when we looked at the research that we've just done, people are starting to trust these new tools, perhaps beyond actually the kind of the foundations they've created, like perhaps beyond what they've actually kind of maybe merited.
You know, we saw that for relatively sort of pro users of AI, they started to show trust of the recommendations comparable to that of their primary healthcare professional.
It's starting to see some of the implications for people in terms of, okay, well then reshaping their behavior because of this.
It's interesting, isn't it? In the one hand, you've got a system that has lost a lot of trust and some background for that.
And these new tools where people are starting to more quickly than we've seen before, start to scale their kind of not just their trust, but they're kind of basing their actions, basing their behaviors on the recommendations.
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