A conversation with Raquel Navarro from Roche
UX Research in digital health and user-centred innovation have evolved enormously over the past few decades. To understand this transformation, we spoke with Raquel Navarro, an expert in user experience research, whose career spans Apple, Motorola, HP, Telefónica, and her current role at Roche, where she leads the generation of insights in the field of digital health.
Raquel's journey: From doctorate to industry
Raquel entered the world of UX when it did not yet exist as such. With a doctorate in cognitive psychology, her interest in applying that knowledge led her to explore the emerging field of human-computer interaction (HCI). Since then, she has witnessed the sector's many waves: from Interaction Design to UX, and subsequently to Customer Experience (CX). Her goal has always been the same: to deeply understand the user and apply that knowledge to improve their life.
"When I started out, this wasn't called user experience — it was called Human Computer Interaction, but at its core it has always been the same thing: deeply understanding people and applying that knowledge to improve their lives."
The evolution of UX research
Over the years, research methods have incorporated new tools without replacing the key fundamentals. Raquel highlights that, although deep qualitative inquiry remains essential, the arrival of technologies such as artificial intelligence, big data, and automation has transformed the way insights are analysed and acted upon. Today, access to dashboards and data analytics makes it possible to identify patterns more quickly, streamlining research processes.
"Research hasn't changed in its essence: there is always a deep qualitative component. What has changed is that we now have far more tools to analyse and understand better — from dashboards to artificial intelligence that helps us detect patterns much faster."
From research to strategic decision-making
One of the most significant shifts in the industry has been the evolution of the researcher's role. Previously, UX Research teams focused on producing reports with findings. Today, the challenge is greater: to act as catalysts and facilitators of change within organisations.
"A good research report is no longer enough. What matters now is how you catalyse knowledge within the organisation and manage to have a seat at the table where decisions are made."
At Roche, Raquel and her team work with a holistic approach that integrates different sources of information — medical data, patient insights, sector regulations, market trends — to support strategic decision-making.
"It's not about the size of the team, but about the impact you generate and which table you sit at."
Success story: Hypoglycaemia prediction
One of the most recent projects Raquel has worked on is the launch of a continuous glucose monitoring sensor. This device not only allows patients to measure their glucose levels, but also incorporates artificial intelligence to predict hypoglycaemic episodes. The key to the success of this development lay in:
- A deep understanding of the patient and their emotional needs (not just functional ones).
- Multidisciplinary collaboration between doctors, engineers, researchers, and designers.
- Co-design with users to validate solutions from early stages.
- Adaptation to regulations and healthcare systems across different countries.
"What we found was that the patient wanted more than just to see their glucose level. They needed peace of mind — to know whether they would have a hypoglycaemic episode that night or whether they could drive without any issues. That's how the idea of AI-based prediction was born."
Advice for those who want to work in UX Research in Health
For those interested in entering the healthcare industry, Raquel shares a few key principles:
1. Have a passion for the user. Without this focus, it is difficult to generate real impact.
2. Break down silos and build bridges. Research is not an isolated department; its value lies in integrating knowledge from diverse disciplines.
3. See yourself as a catalyst for change. It is not simply about delivering reports, but about transforming the way companies understand and act on user experience.
4. Embrace emerging tools. From AI to advanced knowledge management systems, technology is a key ally in the research process.
"We are not insight providers — we are catalysts for change. Understanding the user is not enough; you must ensure that understanding transforms the decisions being made."
Looking to the future
Our conversation with Raquel Navarro leaves us with a clear message: UX Research in health is in the midst of a full transformation. Increasingly, researchers are moving away from being mere data collectors to becoming key players in corporate strategy.
"We are here to transform the industry. It's not just about a product — it's about changing the way organisations see users and make decisions based on them."
If you are interested in the future of UX Research in digital health and how to generate real impact in people's lives, this is a field full of opportunities.
Discover more in the full interview on our Youtube channel
If you would like to learn more about how Raquel Navarro approaches the challenges of UX research in healthcare — from her days at technology companies to her current role at Roche — don't miss the full interview video. It is an opportunity to explore her experiences, strategies, and reflections in depth, which are sure to enrich your professional practice. Don't miss it!
