This project aimed to improve the CGM onboarding experience. Our team developed GluClose, a mobile application that addresses the communication and information divide between people with diabetes (PWDs), or their caregivers, have with healthcare providers (HCPs).
Our high-fidelity prototype was presented at the American Diabetes Association's 83rd Scientific Sessions.
Problem Statement
"How might we better tailor the CGM onboarding and follow-up process for diabetic-related users?"
CGMs are vital for glucose monitoring, but their steep learning curve challenges users. Current workshop-based onboarding may not fully support effective CGM use.
Research & Users
I conducted secondary research on CGM devices and their onboarding processes.
This covered CGM brands, their pros and cons, and timeline of an onboarding process.
I also simulated a CGM onboarding experience with Dexcom G6's demo kit and wore the device for a week.
My main struggle was post-onboarding, not setup. I had questions and concerns that would be mirrored in later user interviews.
Lastly, I led 3 (of 7) user interviews with PWD and caregivers to understand their pains and gains of CGM onboarding.
I probed their CGM onboarding process, changes in life routines post-diagnosis, and the learning curve of diabetes management.
Sensemaking
We made an affinity diagram to analyze interview data, identifying 6 insights on the PWD/caregiver experience.
Supportive communities ease learning
Users feel disconnected from their doctors when communicating, leading to distrust
Learning often happens independently
Routine management leads to burnout
Users prefer CGMs due to plentiful data
Tech evolution risks excluding some users
Our first 3 insights stood out to us in terms of ideation-to-solution feasibility, since there was a large narrative at play!
Differing lifestyles and ages led to distinct experiences, which we represented in 2 user personas: Nicole, a newly diagnosed PWD, and Brandon, an experienced PWD.
Though, both found CGM onboarding easy and often sought help for diabetes management from personal connections or social media.
With that, we detailed user journey maps for Nicole and Brandon to understand their specific goals, expectations, conflicts, and design opportunities.
The issue wasn't CGM onboarding like we initially thought, but feeling unprepared for diabetes management due to poor doctor communication and information overload.
Redirection
Based on our insights, our team had to redefine our problem statement.
"How might we bridge the communication gap between people with diabetes (PWDs), or their caregivers, and healthcare providers (HCPs) by delivering accurate information while addressing personal questions?"
There were more significant challenges post-onboarding than during, especially with information learning and communication with HCPs.
Ideation
Using our research, we brainstormed solutions around themes of community support and professional involvement to support diabetes management learning.
We decided to pursue a social media-based mobile application, GluClose, to facilitate information sharing and professional endorsement of answers.
We already knew our users found the best results in supportive online communities!
I sketched initial designs for the onboarding process, homepage features for different users, and user profile.
I visualized key app flows and UI elements.
Low-Fidelity
From our sketches, I helped build the low-fidelity in Figma.
Onboarding Process
(all users)
When users first download GluClose, they will create a user profile that suits their needs and interests.
Diabetes Community
(PWDs & caregivers)
Users can scroll through posted questions, filter content by interests, reply or answer to posts in a thread, and post questions publicly or anonymously!
Healthcare Provider Home
(HCPs)
Doctors answer questions sent for professional feedback, endorse community-posted answers with a yes/no system, and view more general community posts.
Testing & Findings
I led 6 (of the 10) user testing sessions on the low-fidelity prototype.
I collected pre-test, in-test, and post-task data through verbal responses and observed behaviors; 2 designs were also A/B tested for the Healthcare Provider Homepage to assess usability.
Users raised 2 issues about GluClose not replacing medical advice and ensuring accessibility for all ages.
Feedback on UI elements and feature clarity informed the high-fidelity iterations.
"The problem is, if you get a question like this [example question], go talk to your doctor and go to the ER because, you know, there's some potential safety issues, right?" - Dr. E (HCP)
"This is for people of all ages, even your older generation. It’s going to be really hard to make things as intuitive for them as it would your teenage age." - T. (PWD)
Prototypes Final
I prototyped the high-fidelity in Figma alongside another designer.
Referencing test findings, we added a medical disclaimer and age-inclusive onboarding instructions. We also reworked UI details that previously caused friction.
User Sign Up
Create profile
Onboarding
(PWD/Caregiver)
Choose PWD/Caregiver settings and read instructions
Onboarding
(HCP)
Choose HCP settings and read instructions
Homepage
(Diabetes Community)
Scroll through questions, filter by interest, use threads, and post publicly or anonymously
User Profile
(PWD)
Edit or view all your activity on a customizable profile
Homepage
(HCP)
Answer questions, endorse community answers, and view general community posts
Product Journey Map
I collaborated on a product journey map to visualize how GluClose could be integrated into the user's diabetes management journey.
HCPs will introduce GluClose to patients before they get their new CGMs. This aims to make providers feel more confident in patient care and patients feel more supported, especially when urgent questions arise post-onboarding!
Impact
Our teammate, Mingjin Zhang, and our mentors showcased GluClose's high-fidelity prototype and our design thinking process at the ADA's 83rd Scientific Sessions to highlight design thinking's crucial role in addressing medical issues.