Better Design, Easier Access: How Digital Experience Shapes Care
This session is part of
The Future of Hospital Websites Virtual Summit
A virtual summit for healthcare marketers and digital strategists from eHealthcare Strategy & Trends
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Presented March 10, 2026 at 2:30 p.m. Eastern
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Panelists:
Diane Hammons, Director of Digital Engagement, WG Content
Ben Cash, CEO, Reason One
Andy Lyons, Interim Vice President & Chief Marketing and Digital Officer, Roper St. Francis Healthcare
Kayla Saturday, Director, Digital Experience & Integration, Emory Healthcare
Moderator:
Therese Lockemy, Founder and CEO, Inner Path Digital, L.L.C
Sponsored by
“Better design” is often framed as a visual or brand need. In healthcare, it is about reducing friction, clarifying next steps, and building trust in moments that matter. The digital experience shapes whether people move forward with confidence or hesitate before they ever reach care.
In this session, healthcare leaders will explore how UX, content, operations, and emerging technology shape access to care across the full digital journey. We’ll look at where effort and cognitive overload build, and the less visible barriers that stop people from continuing, like confusing language, overwhelming forms, and impersonal automation.
You’ll hear perspectives on:
- What teams really mean by “better design,” and what often gets overlooked
- Where patient effort, friction, and cognitive overload build across key journeys
- Where clarity and confidence break down, even when experiences look polished
- Where differentiation strengthens trust and improves the patient experience, not just the look and feel
- How AI and automation can reduce burden or introduce new uncertainty, and what it takes for improvements to hold up operationally
Panelists
Diane Hammons
Director of Digital Engagement
WG Content
With a background spanning hospital systems, national health insurers and cloud technology companies, Diane brings a practical, healthcare-grounded perspective to UX and digital design. A graphic designer by training, she applies design thinking and content strategy to help health systems create content experiences that marry functionality and a human-centered approach.
At WG Content, Diane leads initiatives focused on how content, design and emerging technologies work together to improve access and understanding across complex healthcare audiences. She partners closely with health systems to navigate real-world constraints — compliance, governance, legacy systems and diverse user needs — while still advancing inclusive, patient-first digital experiences.
Diane is a frequent industry speaker and podcast guest known for making complex digital and technology topics approachable. Her work sits at the intersection of form, function, empathy and accessibility, helping organizations design experiences that truly meet people where they are.
Ben Cash
CEO
Reason One
Ben Cash is the CEO of Reason One, a B Corporation™ and digital agency dedicated to building a brighter digital future for the healthcare industry. He is an advocate for a more accessible, sustainable web and host of For the Better (podforthebetter.com), a podcast for those working to affect change in healthcare.
Andy Lyons
Interim Vice President & Chief Marketing and Digital Officer
Roper St. Francis Healthcare
Andy Lyons is Interim Vice President & Chief Marketing and Digital Officerat Roper St. Francis Healthcare, where he leads internal messaging, media relations and brand storytelling. A former award-winning journalist and newsroom leader at The Post and Courier, Andy now focuses on humanizing the healthcare workforce and reinforcing mission-driven communications. He is the board president of the Carolinas Healthcare Public Relations and Marketing Society and plays keyboards for The Yacht Club, a yacht rock band that performs across the Southeast.
Kayla Saturday
Director, Digital Experience & Integration
Emory Healthcare
Kayla Saturday is the Director of Digital Experience & Integrations at Emory Healthcare, with 10 years of experience leading digital platforms, system integrations, and large-scale web initiatives. At Emory, she oversees the technical strategy behind the website and digital platforms to ensure they’re scalable, integrated, and aligned to business priorities across the organization.
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