Patient Experience (PX) Scale

Three questions to the project team

What was the particular challenge of the project from a UX point of view?
Prior to the creation of the PX Scale, no accurate method existed to measure digital patient experience. Existing frameworks lacked focus on healthcare experience, with its unique need for empathy, and guidance. The main UX challenge was addressing this unmet need by creating a framework to quantify and improve digital patient experiences. Through interviews with thousands of patients, we identified gaps in capturing their full range of needs and expectations. We developed a tailored, open-source framework for healthcare's digital experience, enabling industry-wide benchmarking and improving websites, apps, and portals for patients.

What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
My personal highlight was presenting the framework for the first time during a keynote at a major pharma conference. Seeing the audience's excitement—people taking photos, immediate downloads, and many attendees, from patients to healthcare executives, approaching me afterward—was incredibly rewarding. It underscored the industry's recognition of this unresolved problem. My biggest 'aha!' moment came when I realized that better digital experiences directly improve health outcomes by driving engagement, increasing medication adherence, and ultimately enhancing patient well-being.

Where do you see yourself and the project in the next five years?
In the next five years, I see the framework evolving as we refine it based on feedback from global teams and patients. It's already being used by leading healthcare companies, and we aim to keep it the most relevant representation of modern digital patient needs. Through new collaborations with our partners in healthcare and additional research, we’ll ensure the framework remains patient-centric, continuously improving to meet expectations and contribute to better health outcomes.