Beyond the Data: Designing Health Experiences That Calm the Chaos

Digital health and wellness tools are becoming a meaningful part of how people understand and manage their health. As adoption grows, so do other less visible effects: fatigue, overwhelm, and anxiety. There’s a sense that despite more tools, health still feels hard.

People are navigating their health and wellness journeys while juggling financial pressures, work demands, family responsibilities, and an endless stream of notifications competing for attention. In this environment, even the most innovative technology will fall flat if it adds friction instead of clarity.

Our recent research explores what consumers need from digital health experiences to stay engaged over time. To better understand why, at Built 2025, Paul Buranosky, MERGE Chief Marketing Officer, led a conversation with Sarah Matt, MD, author of The Borderless Healthcare Revolution, and Pat McGloin, MERGE Managing Director, Health and Life Sciences.

The conversation below pulls out themes from their discussion, focusing on what it feels like for consumers as they navigate health today. Discover more in our new report “The Health Revolution: Empowered by Your Experience.”

Trust is a moment

One of the strongest themes explored in this discussion is how trust can be built, and how easily it can be lost. Trust isn’t formed through positioning statements or promises. It’s formed in moments: when an experience makes sense, when language feels human, when guidance arrives at the right time instead of all at once.

When experiences feel impersonal, overly complex, or poorly timed, people disengage. This isn’t because they don’t care about their health–most of the time, they know it’s vital to take their medication, exercise, or eat well. But the system doesn’t feel designed for real life, and the apps and tools they use only widen the disconnect.

Building elements of trust that a patient has with a clinician in an exam room is crucial to designing digital tools that people actually use to improve their health and wellness.

Personalization requires data and empathy

The research highlights personalization as a driver of engagement. True personalization isn’t about knowing more. It’s about understanding context. People change. Life changes. Health goals evolve. Tools that don’t evolve with people along their journey create frustration instead of support.

Designing for personalization means acknowledging that no two people, or even two moments in one person’s life, are the same. How they interact with a tool on day one should not be the same on day 365.

Simplicity signals respect

Simplicity comes up repeatedly, not as a design preference, but as a form of respect. When people are overwhelmed, simplicity reduces cognitive load and restores a sense of control. Too little information creates uncertainty. Too much creates noise. The role of experience design is to find the balance that feels “just right.”

That balance is what turns a digital tool into something people invite into their lives and use regularly, and even recommend to others.

Designing for the whole human

Ultimately, the future of digital health depends on whether organizations design for systems or for people. The insights in our research point to this as an opportunity. The conversation below brings those insights to life, reminding us that health is deeply personal, emotional, and contextual.

Watch the video to explore how trust, personalization, and simplicity come together. See why calming the chaos may be the most important work health leaders can do next.