
Lacey Picazo on the Nuances of AI in Healthcare
How do we introduce AI into high-stakes human environments without losing trust, safety, judgment, or effectiveness?This episode features a conversation with Lacey Picazo, CEO and founder of ZoCo Design, a research and design consultancy focused on helping organizations build human-centered digital products and AI experiences. Lacey, a professional product designer by trade, is a serial entrepreneur with strong opinions on the ways customer behavior interplays with AI and can change depending on the application or the environment. With host Shannon Peavey, Lacey discusses a case study where her firm worked with mTuitive, a leader in digital pathology and cancer care, in order to illuminate the way behavioral science, workflow design, and human-centered product thinking can shape whether AI succeeds or fails in clinical environments.Rather than treating AI adoption as a purely technical challenge, this episode explores how clinicians and patients respond emotionally, cognitively, and behaviorally when AI enters decision-making processes, and why “more automation” is not always better.This is a thoughtful discussion about innovation, responsibility, understanding the rewards - as well as the risks - of a future that is reckoning with finding the right formulas for human-machine collaboration. Importantly, it also addresses the ways we can support the next generation in an AI-shaped world.Lacey is part of our exclusive new Product Rising podcast series, where host Shannon Peavey explores the world of AI Ethics, Safety & Responsibility .00:00 Intro to the topic: AI enters healthcare01:33 Why healthcare is different from other industries04:05 Consumer product thinking doesn't always work05:54 The stakeholder problem: patients, providers, payers, and more07:02 Trust is kind of a big deal08:29 Today it's easy to build, but still not easy to get adoption09:55 Tempted to skip testing? Don't.12:16 Why human behavior matters more than product features14:23 Understanding clinicians as users18:09 Where AI creates hesitation and bad friction20:09 Professional identity: "Am I the kind of person who uses this?"21:14 The mTuitive cancer care case study24:21 Challenging assumptions before building26:18 How clinician research actually works28:31 What clinicians really want from AI30:44 Will resistance to AI fade over time?32:31 Finding the balance between efficiency and safety34:23 Why some friction is actually good36:40 Are companies overestimating automation?38:35 The skill every AI product leader still needs40:05 How to build customer intimacy in the AI era42:56 Ambient listening and the unintended consequences of AI44:22 The food bank story: how fear shapes behavior45:58 Slow down: AI's hidden human costs46:55 Closing thoughts 📚Resources:ZoCo Designhttps://zocodesign.com/ZoCo Design’s mTuitive Case Study https://zocodesign.com/case-studies/mtuitive-case-studymTuitive https://www.mtuitive.com/Melissa Perri https://www.linkedin.com/in/melissajeanperri/Teresa Torres https://www.linkedin.com/in/teresatorres/Women in Product’s Podcast Episode with Teresa Torres https://podcasts.apple.com/us/podcast/continuous-discovery-with-teresa-torres/id1584224561?i=1000672408840Shreyas Dosi’s Maven course https://maven.com/shreyas-doshi/product-sense?promoCode=MAVEN100&promoCode=MAVEN100Where to find Lacey:Lacey Picazo, ZoCo Design https://www.linkedin.com/in/laceypicazo/Where to find our hosts:Shannon Peavey https://www.linkedin.com/in/spmad/🙋🏻♀️Where to find Women in Product:On LinkedIn https://www.linkedin.com/company/women-in-product/posts/ Website https://womenpm.org/Join the Community https://womenpm.org/wip-community/Product Rising on Apple Podcastshttps://podcasts.apple.com/us/podcast/product-rising/id1584224561Product Rising on Spotify https://open.spotify.com/show/7bcyVhpdhw0hbiRr6O4h1UProduct Rising on YouTube https://www.youtube.com/playlist?list=PLijcNLDj_QE2ge6Wqeh0MLx_qMKwot--9





