Reimagining CGM onboarding and ongoing experience for Type 1 people with diabetes
Reimagining CGM onboarding and ongoing experience for Type 1 people with diabetes
Reimagining CGM onboarding and ongoing experience for Type 1 people with diabetes
Role: Lead Design Researcher
Role: Lead Design Researcher
Recruited participants and conducted exploratory research through attitudinal interviews and clinic observation
Summarized research insights and provided design recommendations
Conducted usability testing and generated SUS score to evaluate design
Co-authored academic paper and was published by Journal of Diabetes
Recruited participants and conducted exploratory research through attitudinal interviews and clinic observation
Summarized research insights and provided design recommendations
Conducted usability testing and generated SUS score to evaluate design
Co-authored academic paper and was published by Journal of Diabetes
Background
Background
👉 Contexts
👉 Contexts
👉 Contexts
While diabetes technology is important in diabetes management, it brings steep learning curve and pressure to newly diagnosed individuals. The current onboarding from hospital is not sufficient to support people in this process.
While diabetes technology is important in diabetes management, it brings steep learning curve and pressure to newly diagnosed individuals. The current onboarding from hospital is not sufficient to support people in this process.
While diabetes technology is important in diabetes management, it brings steep learning curve and pressure to newly diagnosed individuals. The current onboarding from hospital is not sufficient to support people in this process.
👉 Research goals
👉 Research goals
👉 Research goals
Learn about T1D’s diabetes and CGM onboarding experience and their learning journey of diabetes management
Learn about T1D’s diabetes and CGM onboarding experience and their learning journey of diabetes management
Learn about T1D’s diabetes and CGM onboarding experience and their learning journey of diabetes management
👉 Impacts
👉 Impacts
👉 Impacts
Score 74 on SUS (System Usability Scale), which is above average
I co-authored the article ‘GluClose: A More Personalized and Community-Endorsed App: Collaboratively Designing an Onboarding and Ongoing CGM Experience’ with our mentor Dr. Edward Chao and presented our poster at 83rd American Diabetes Association conference.
Score 74 on SUS (System Usability Scale), which is above average
I co-authored the article ‘GluClose: A More Personalized and Community-Endorsed App: Collaboratively Designing an Onboarding and Ongoing CGM Experience’ with our mentor Dr. Edward Chao and presented our poster at 83rd American Diabetes Association conference.
Score 74 on SUS (System Usability Scale), which is above average
I co-authored the article ‘GluClose: A More Personalized and Community-Endorsed App: Collaboratively Designing an Onboarding and Ongoing CGM Experience’ with our mentor Dr. Edward Chao and presented our poster at 83rd American Diabetes Association conference.
Timeline
Timeline
Here is a glance of our design journey, adopting the double diamond model. It helped us navigate in the diabetes world, understand our audience, define the right problem (so important), and come up with an impactful solution.
Here is a glance of our design journey, adopting the double diamond model. It helped us navigate in the diabetes world, understand our audience, define the right problem (so important), and come up with an impactful solution.
Here is a glance of our design journey, adopting the double diamond model. It helped us navigate in the diabetes world, understand our audience, define the right problem (so important), and come up with an impactful solution.
Secondary research
Secondary research
So what is diabetes, what people are experiencing, and how they manage their diabetes?
So what is diabetes, what people are experiencing, and how they manage their diabetes?
So what is diabetes, what people are experiencing, and how they manage their diabetes?
Diabetes is a world of complexity. I recognized the significance of gaining a comprehensive understanding of the current state of diabetes management tools, technologies, and interventions. I realized that for people who are newly diagnosed with diabetes, this influx of information in an entirely unfamiliar realm can be overwhelming to accept and process.
Diabetes is a world of complexity. I recognized the significance of gaining a comprehensive understanding of the current state of diabetes management tools, technologies, and interventions. I realized that for people who are newly diagnosed with diabetes, this influx of information in an entirely unfamiliar realm can be overwhelming to accept and process.
Diabetes is a world of complexity. I recognized the significance of gaining a comprehensive understanding of the current state of diabetes management tools, technologies, and interventions. I realized that for people who are newly diagnosed with diabetes, this influx of information in an entirely unfamiliar realm can be overwhelming to accept and process.
Why do people use CGM?
Why do people use CGM?
Why do people use CGM?
CGM stands for continuous glucose monitors, which is a small sensor inserted under people's skin and can continuously measures their glucose level.
CGM stands for continuous glucose monitors, which is a small sensor inserted under people's skin and can continuously measures their glucose level.
CGM stands for continuous glucose monitors, which is a small sensor inserted under people's skin and can continuously measures their glucose level.
⭕ ️Constant data stream
⭕️ Fewer finger prick
⭕️ Alerts on, worry less
⭕ ️Constant data stream
⭕️ Fewer finger prick
⭕️ Alerts on, worry less
⭕ ️Constant data stream
⭕️ Fewer finger prick
⭕️ Alerts on, worry less
❌ Costly
❌ Painful sensor insertion
❌ Information overload
❌ Costly
❌ Painful sensor insertion
❌ Information overload
❌ Costly
❌ Painful sensor insertion
❌ Information overload
User interviews
User interviews
To gain the genuine insights from the newly diagnosed T1 PWD, we conducted 8 semi-structured user interviews (I led 5 of them) with the various demographics. In this point, I'm the point of contact to reach out to diabetes communities and schedule interviews with our potential participants. We also prepared a pre-interview survey to tailor questions to individual’s experience.
To gain the genuine insights from the newly diagnosed T1 PWD, we conducted 8 semi-structured user interviews (I led 5 of them) with the various demographics. In this point, I'm the point of contact to reach out to diabetes communities and schedule interviews with our potential participants. We also prepared a pre-interview survey to tailor questions to individual’s experience.
To gain the genuine insights from the newly diagnosed T1 PWD, we conducted 8 semi-structured user interviews (I led 5 of them) with the various demographics. In this point, I'm the point of contact to reach out to diabetes communities and schedule interviews with our potential participants. We also prepared a pre-interview survey to tailor questions to individual’s experience.
(I made this Notion page to manage our interview progress and led 5/8 sessions)
(I made this Notion page to manage our interview progress and led 5/8 sessions)
👉 We talked to
👉 We talked to
👉 We talked to
4 previously diagnosed
4 newly diagnosed
4 previously diagnosed
4 newly diagnosed
4 previously diagnosed
4 newly diagnosed
👉 With the demographics
👉 With the demographics
👉 With the demographics
Ages range from 2 to 65
Primarily Caucasians
Diagnosis time from 5 mon to 58 years
Mainly located in U.S
Ages range from 2 to 65
Primarily Caucasians
Diagnosis time from 5 mon to 58 years
Mainly located in U.S
Ages range from 2 to 65
Primarily Caucasians
Diagnosis time from 5 mon to 58 years
Mainly located in U.S
👉 And we talked about
👉 And we talked about
👉 And we talked about
Diabetes and CGM onboarding process
Changes to their life routine after diagnosis
Learning journey of diabetes management
Diabetes and CGM onboarding process
Changes to their life routine after diagnosis
Learning journey of diabetes management
Diabetes and CGM onboarding process
Changes to their life routine after diagnosis
Learning journey of diabetes management
Clinic Observation
Clinic Observation
During my visit, Dr. Rabia, who is T1 herself, was doing the Dexcom CGM onboarding for 50 y/o T1 PWD. Dr. Rabia's unique dual role allowed me to gain valuable insights from both the perspective of a HCP and that of a person managing diabetes themselves.
To gain the genuine insights from the newly diagnosed T1 PWD, we conducted 8 semi-structured user interviews (I led 5 of them) with the various demographics. In this point, I'm the point of contact to reach out to diabetes communities and schedule interviews with our potential participants. We also prepared a pre-interview survey to tailor questions to individual’s experience.
During my visit, Dr. Rabia, who is T1 herself, was doing the Dexcom CGM onboarding for 50 y/o T1 PWD. Dr. Rabia's unique dual role allowed me to gain valuable insights from both the perspective of a HCP and that of a person managing diabetes themselves.
(I strived for this opportunity (so many paperwork) to observe the contextual setting between PWD and HCP during a Dexcom onboarding session)
I interacted with
I interacted with
I interacted with
Dr. Rabia showed her own CGM on her belly to comfort people, especially for newly diagnosed youth, to provide emotional support.
Dr. Rabia showed her own CGM on her belly to comfort people, especially for newly diagnosed youth, to provide emotional support.
I heard that
I heard that
I heard that
Onboarding can be time-consuming and complicated for elder people who are less tech-savvy.
Onboarding can be time-consuming and complicated for elder people who are less tech-savvy.
I observed with
I observed with
I observed with
PWD would let the doctor show her what to do rather than watching the 2 min video tutorial on CGM mobile app.
PWD would let the doctor show her what to do rather than watching the 2 min video tutorial on CGM mobile app.
I reflected that
I reflected that
I reflected that
PWDs are reliable on HCP and in need of personalized information during this vulnerable moment.
PWDs are reliable on HCP and in need of personalized information during this vulnerable moment.
Research Insights
Research Insights
Pain point#1: Disconnect of Communication from HCP
Pain point#1: Disconnect of communication from HCP
“So as far as a learning journey, it's been a lot of self taught by going out and seeking out the information, not so much support necessarily from the clinic."
—— Colleen, daughter diagnosed 5 months ago
“So as far as a learning journey, it's been a lot of self taught by going out and seeking out the information, not so much support necessarily from the clinic."
—— Colleen, daughter diagnosed 5 months ago
Pain point#2: Information overload
Pain point#2: Information overload
“I feel overwhelmed and completely lost when I was diagnosed.”
—— Beth, diagnosed 27 years ago
“I feel overwhelmed and completely lost when I was diagnosed.”
—— Beth, diagnosed 27 years ago
Pain point#3: Self learning matters
Pain point#3: Self learning matters
“My friend's child has diabetes, when my daughter was diagnosed, I immediately reached out to her. And she definitely helped me a lot. She took a video of how she changes the CGM sensor for her child so for me to follow.
—— Linda, daughter diagnosed 4 months ago
“My friend's child has diabetes, when my daughter was diagnosed, I immediately reached out to her. And she definitely helped me a lot. She took a video of how she changes the CGM sensor for her child so for me to follow.
—— Linda, daughter diagnosed 4 months ago
Concept
Concept
Based on the research, we brainstormed potential solutions and ended up deciding to pitch an online forum with endorsement system that enhances the interaction between PWD and HCP so to diminish the communication gap.
Based on the research, we brainstormed potential solutions and ended up deciding to pitch an online forum with endorsement system that enhances the interaction between PWD and HCP so to diminish the communication gap.
Based on the research, we brainstormed potential solutions and ended up deciding to pitch an online forum with endorsement system that enhances the interaction between PWD and HCP so to diminish the communication gap.
📱 A mobile application where
📱 A mobile application where
📱 A mobile application where
PWD or caregivers can ask questions & get them answered by more experienced PWD or healthcare providers.
PWD or caregivers can ask questions & get them answered by more experienced PWD or healthcare providers.
👩🏻⚕ HCPs can
👩🏻⚕ HCPs can
endorse community answers for accuracy or content, letting users know when information is professionally backed.
endorse community answers for accuracy or content, letting users know when information is professionally backed.
👥 Our goal is to
👥 Our goal is to
create a safe and supportive community for PWD or caregivers, following up their initial diabetes onboarding experience from clinic.
create a safe and supportive community for PWD or caregivers, following up their initial diabetes onboarding experience from clinic.
Usability Testing
Usability Testing
After designing the initial prototype, I drafted several tasks to evaluate the current user flow and usability. I facilitated 10 Remote Moderated Usability Testing sessions with our participants who shared their screen while interacting with the prototype and narrating their actions with thind-aloud method. Based on users' behaviors and preference on A/B interfaces, I provided some recommendations for design iterations.
To gain the genuine insights from the newly diagnosed T1 PWD, we conducted 8 semi-structured user interviews (I led 5 of them) with the various demographics. In this point, I'm the point of contact to reach out to diabetes communities and schedule interviews with our potential participants. We also prepared a pre-interview survey to tailor questions to individual’s experience.
After designing the initial prototype, I drafted several tasks to evaluate the current user flow and usability. I facilitated 10 Remote Moderated Usability Testing sessions with our participants who shared their screen while interacting with the prototype and narrating their actions with thind-aloud method. Based on users' behaviors and preference on A/B interfaces, I provided some recommendations for design iterations.
👉 PWDs/Caregivers
👉 PWDs/Caregivers
👉 PWDs/Caregivers
“Diabetics, it's going to be really hard to make things as intuitive for them as it would your teenage young.
“Diabetics, it's going to be really hard to make things as intuitive for them as it would your teenage young.
“Diabetics, it's going to be really hard to make things as intuitive for them as it would your teenage young.
Design Recommendations
Design Recommendations
Design Recommendations
Replaced icons to texts to improve understanding
Added onboarding tutorial section
Replaced icons to texts to improve understanding
Added onboarding tutorial section
Replaced icons to texts to improve understanding
Added onboarding tutorial section
👉 HCPs
👉 HCPs
👉 HCPs
“How would you motivate HCPs to use this platform as there are potential safety issues?”
“How would you motivate HCPs to use this platform as there are potential safety issues?”
“How would you motivate HCPs to use this platform as there are potential safety issues?”
Added a medical disclaimer during onboarding to point out “App is not a substitute for professional medical advice, diagnosis or treatment. ”
Give endorsement through swiping left/right for less time-consuming interaction
Added a medical disclaimer during onboarding to point out “App is not a substitute for professional medical advice, diagnosis or treatment. ”
Give endorsement through swiping left/right for less time-consuming interaction
Added a medical disclaimer during onboarding to point out “App is not a substitute for professional medical advice, diagnosis or treatment. ”
Give endorsement through swiping left/right for less time-consuming interaction
Impacts & Learnings
Impacts & Learnings
Score 74 on System Usability Scale
Co-authored ‘GluClose: A More Personalized and Community-Endorsed App: Collaboratively Designing an Onboarding and Ongoing CGM Experience’: published by The Journal of Diabetes Technology and 83rd American Diabetes Association
Score 74 on System Usability Scale
Co-authored ‘GluClose: A More Personalized and Community-Endorsed App: Collaboratively Designing an Onboarding and Ongoing CGM Experience’: published by The Journal of Diabetes Technology and 83rd American Diabetes Association
Score 74 on System Usability Scale
Co-authored ‘GluClose: A More Personalized and Community-Endorsed App: Collaboratively Designing an Onboarding and Ongoing CGM Experience’: published by The Journal of Diabetes Technology and 83rd American Diabetes Association
🔎
🔎
Combine different methods to bring a more holistic view of topic.
Combine different methods to bring a more holistic view of topic.
Combine different methods to bring a more holistic view of topic.
🤝
🤝
Building trust and connection with participants encourage sharing!
Building trust and connection with participants encourage sharing!
Building trust and connection with participants encourage sharing!
🔄
🔄
Involve research in different stages of product cycle to guide and validate design
Involve research in different stages of product cycle to guide and validate design
Involve research in different stages of product cycle to guide and validate design
