Designing for Trust: What Health Lawsuits Teach Us About UX in MedTech

Cover image by Alvaro Reyes via Unsplash

When we think of life-saving technology, we picture those trusty beeping devices or apps tracking our vitals. Yet, history has taught us that even the most advanced medical technology can fail spectacularly. Why? Not because it's broken, but because it's confusing.

The message from recent patient outrage and lawsuits? Trust shouldn't be a bonus. It should be the bare minimum.

UX means better safety for patients, and that's something every medtech innovator needs to get. Mess that up, and you could be facing a lawsuit and a whole lot of regret.

UX in MedTech: More Than Design

If you're a founder or product owner in the medtech space, your users aren't casual browsers. They're patients, doctors, and caregivers.

They're also under pressure, short on time, and navigating complex systems. A tiny design flaw, such as misaligned labels, buried warnings, or hard-to-navigate settings, can have consequences.

CreateApe explains that bad UX in healthcare products often leads to user error, increased training costs, and, worst of all, distrust.

In high-stakes industries like health, trust is everything. A confusing interface or vague instructions isn't only a tech problem; it can spiral into a legal one.

A Case Study in Miscommunication

The ongoing Depo-Provera lawsuit is a cautionary tale.

Marketed as a long-term contraceptive injection, Depo-Provera was popular for decades. However, many patients weren't properly informed about its serious side effects. They reported bone density loss. The increased risk of brain tumors like meningioma was another danger.

Women came forward, claiming they were never clearly warned about the long-term risks. Here's the kicker: TruLaw attorneys say that Pfizer updated warning labels in Europe and the UK. Yet, they failed to provide similar warnings in the U.S.

This isn't a pharmaceutical problem. It's also a UX failure. Imagine if these patients had access to a digital platform or website that:

• Explained risks using plain language and visuals.

• Tracked time on the injection and reminded users when to reassess.

• Made it easy to report side effects and access support.

Better UX might not have prevented the drug's side effects. Nonetheless, it could have helped women make more informed decisions and likely reduced the backlash.

Trust Starts with Clear Communication

In medtech, your product's interface is your first handshake with the user. If that experience feels frustrating, confusing, or rushed, you've already lost points for trust.

Lion & Mason emphasizes that the key to building trust is transparency, usability, and empathy.

Specifically in healthcare, users must feel confident that they understand what's happening and why. Here's how great UX design can build trust:

• Highlight critical information upfront. Use simple language and insightful visuals.

• Avoid overload. Don't bury essential details in walls of text or complicated menus.

• Design with empathy. Consider emotional states, stress, fear, and urgency, and adapt accordingly.

MedTech Is More Than Engineering

MedCity News reports that medtech companies sometimes treat UX as an afterthought.

Instead of focusing on real-world usability, they concentrate on compliance and innovation. The approach is backwards and doesn't leave room for tweaks.

It's a reminder to integrate UX from the ground up, particularly when designing tools for diagnostics, fertility tracking, or mental health. This includes:

• Early-stage user testing with clinical stakeholders

• Ongoing feedback loops with patients and providers

• Prioritizing accessibility and inclusive design

Clunky UX = Costly Mistakes

Poor UX design leads to increased costs, longer onboarding times, and low product adoption. Worse, it exposes your company to reputation damage and potential litigation.

Use Human-First Principles

So, how do you design for trust? Firstly, avoid jargon. Instead, use plain language that a stressed-out, first-time patient can understand.

Prioritize visual hierarchy. What's the one thing your user must see right now? Make it pop. Use contrast, whitespace, and iconography wisely.

Make risks visible. Whether it's a potential side effect or a dosage warning, present it upfront like a traffic sign, not a footnote.

Lastly, allow users to report confusion, flag errors, or ask questions, then actually act on that feedback.

Build for People

Medical tech is one of the most exciting frontiers in design today. However, it comes with massive responsibility.

As a custodian of digital healthcare, it's your job to prioritize that duty of care. It doesn't take rocket science to use simple, clear language in UX design. All it takes is a human-centric approach and doing it with empathy.

And considering the number of lawsuits against pharmaceutical companies, nobody wants to be vilified as the Lex Luthor of medtech.