A bit of research & payback from my own mistakes in Past

The hospital’s fluorescent lights flickered overhead, casting long, eerie shadows on the sterile white walls. As I sat hunched over my laptop, the rhythmic beeping of heart monitors became an almost constant companion, a steady reminder of the high-stakes environment around me.

My mission

To design a SaaS product that could truly transform how healthcare professionals manage patient data. But I had to ask myself: who exactly were these professionals?

Who Are We Designing For?

The term “enterprise healthcare user” had always seemed vague to me. Was it the overwhelmed nurse, constantly juggling multiple patients? The exhausted resident, trying to keep track of vital signs in the middle of a hectic shift? Or was it the doctor buried under an avalanche of paperwork, searching for a needle in a haystack?

At first, I imagined creating one idealized persona — a superhero of sorts. “Dr. Perfect,” a tech-savvy, time-efficient medical professional who seamlessly navigated our intuitive interface.

But, as always, reality was far more complex. I needed to look beyond stereotypes and truly understand the diverse individuals working in healthcare.

Getting to Know the Real People Behind the Data

I spent weeks immersed in the daily lives of healthcare professionals. I followed nurses on their rounds, observed physicians during consultations, and even spent a long night in the emergency room. What I discovered wasn’t a single, unified role but a complex mosaic of people, each with unique struggles, desires, and challenges.

Take Dr. Sharma, for example. He’s an experienced oncologist, battling not only cancer but the overwhelming sea of patient data that floods his desk every day. What he needed wasn’t more data — it was a system that could instantly surface critical information, allowing him to focus on what truly mattered: his patients.

Then there’s Nurse Patel, a whirlwind of activity, constantly on her feet, administering medications, monitoring vitals, and comforting families. Her ideal tool wouldn’t interrupt her workflow; it would blend in seamlessly, allowing her to spend more time at the bedside instead of dealing with clunky technology.

And finally, Mr. Singh, the IT administrator. He’s often the unsung hero, working tirelessly behind the scenes to ensure that the entire system runs smoothly. While others may worry about the usability of the product, Mr. Singh’s concerns are rooted in security, interoperability, and ease of deployment.

Realizing the Need for Multiple Personas

This wasn’t just a challenge of designing for one type of user — it was about understanding the full spectrum of healthcare professionals. Instead of crafting a single persona, we realized that we needed to design for many different archetypes, each with their own set of needs and aspirations.

We broke these down into key segments: the clinicians, the administrators, the researchers, and the support staff. Each segment had sub-personas, with distinct names, faces, and backstories. Dr. Sharma wasn’t just any oncologist — he became Dr. Sharma, the data-driven decision-maker. Nurse Patel wasn’t just a nurse — she became Nurse Patel, the compassionate caregiver.

Designing for Real People, Not Abstract Concepts

This approach changed everything. Suddenly, we weren’t designing for a faceless “user” but for real people with real emotions and real needs. We were creating a product that would become part of their daily routine, a tool that could reduce their stress and increase their efficiency.

This shift in mindset had a profound impact on our design process. It wasn’t just about building a tool that worked — it was about creating a solution that made their jobs easier, more rewarding, and ultimately allowed them to focus on what they do best: care for people.

The Reward of Designing with Empathy

The journey wasn’t easy. It required us to constantly iterate, to challenge our assumptions, and to dig deeper into the real-world challenges these professionals face. But the result was worth it. We built a product that wasn’t just functional — it was delightful to use. A product that truly empowered healthcare workers, allowing them to focus on what matters most: delivering better care.

Looking back, I realize that the most valuable lesson I learned wasn’t about design principles or fancy user research methods. It was about empathy — about truly understanding the people we are designing for. Because, in the end, the most realistic persona isn’t a collection of data points or job titles. It’s a reflection of the human spirit — resilient, compassionate, and committed to improving the lives of others.

Framing the Most realistic persona of an enterprise healthcare users was originally published in UX Planet on Medium, where people are continuing the conversation by highlighting and responding to this story.