If People Can Use TikTok, Why Can’t They Use Healthcare?

By Scott H. Schnell on December 09, 2025 9:29 am

In my latest MedCity Influencers piece, I argue that member disengagement—especially in Medicaid—isn’t a motivation problem or a compliance problem. It’s a design problem.

Healthcare spends billions trying to “engage” people, yet most experiences are confusing, bureaucratic, and built around how the system wants people to behave—not how people actually live. Engagement doesn’t come from reminders and portals alone. It comes from experience: simplicity, trust, personalization, and human connection.

As HR1 reforms accelerate, redeterminations shorten, and provider strain grows, every friction point becomes a risk point. If we want people to stay connected to care, we have to design healthcare to be usable—by combining thoughtful technology with relationship-based support.

Would love to hear how others are thinking about experience reform as healthcare’s next frontier. 

Read the full article here: If People Can Use TikTok, Why Can’t They Use Healthcare? - MedCity News