S3EP3 | “Empowering Healthcare with Design: Kelsey Guo's Journey at Cohere Health"

Hi Everyone, welcome back to another episode of HCI Insiders. Today, we're thrilled to have Kelsey Guo with us. Kelsey is a distinguished alumna of the Master of Science in Technology Innovation program at the University of Washington. She is a product designer at Cohere Health, and she will share with us how Cohere Health's design supports the healthcare system in the states, introducing automation in claims processing, and thereby speeding up the claims process.

Stay tuned on our next episode:)

Timeline:

00:00:00 - Start

00:00:05 - Introduction to the new season of HCI Insiders by hosts Mavis, Clara, and Jason. Introduction of guest Kelsey Guo.

00:01:00 - Kelsey introduces herself, detailing her role at Cohere Health and her background, including previous positions at health tech startups.

00:02:12 - Kelsey explains Cohere Health's mission to optimize treatment paths and improve collaboration between healthcare providers and insurance payers.

00:03:24 - Discussion of Kelsey's design responsibilities at Cohere Health, focusing on the submission and review processes that facilitate medical treatments.

00:04:43 - Insight into the collaborative dynamics within Cohere Health’s design team and Kelsey’s role as a design generalist.

00:06:12 - Kelsey shares details about her current project on Fax Intake Automation, highlighting the integration of machine learning and OCR technology.

00:08:15 - Exploration of Kelsey’s motivation for working in healthcare, driven by a belief in design for social good, influenced by her academic projects at the University of Washington.

00:11:57 - Kelsey discusses onboarding resources at Cohere Health, including how new hires learn about healthcare systems and her learning process in the healthcare domain.

00:14:22 - Importance of user feedback in the design process at Cohere Health, and how it influences design decisions and product iterations.

00:17:27 - Kelsey emphasizes the importance of involving users early in the design process to minimize surprises and refine product development.

00:18:46 - Challenges of healthcare product design related to regulatory compliance and the impact of FDA requirements.

00:21:01 - Discuss unique challenges in healthcare UX, such as scalability and the need for products that can adapt to varying client requirements.

00:24:53 - Kelsey shares personal insights on navigating healthcare insurance based on her professional experience, emphasizing the complexities of prior authorizations.

00:26:52 - Conversation about Cohere Health’s auto-approval technology and its impact on healthcare providers and patients, highlighting its commitment to transparency.

00:31:26 - Reflection on ethical considerations in healthcare design and the potential need for more radical reforms to improve healthcare processes.

00:33:43 - Kelsey recounts her experience at Scanwell Health during the COVID-19 pandemic, developing home test kits and navigating compliance hurdles.

00:44:10 - Kelsey’s academic journey at UC San Diego and the University of Washington, her discovery of HCI, and her drive to use design for social good.

00:52:08 - Application of HCI theories in current work, including the labor illusion concept, and the role of AI and machine learning in future healthcare UX.

00:57:01 - Kelsey advises her younger self on career paths and the value of patience and exploration in professional development.