Embracing Difference to Deliver More Thoughtful, Flexible Experiences

How can we understand, communicate, and design for difference across a variety of stakeholders, contexts, and goals? Drawing on my experience leading the UX work on a project to redesign 22 healthcare system websites using a single design approach, I will show how we can embrace difference to deliver flexible, user-centered, forward-thinking design solutions. I will offer tactical recommendations about how to approach difference, manage various stakeholders, and strike a critical balance of uniqueness and standardization in our design strategies.