I led a Persona Workshop with key stakeholders from the design team, business, marketing, medical and regulatory. The exercise consisted of using existing research to build empathy maps of our target users.
By bringing a diverse group of internal stakeholders together, I was able to create an environment where our discussion would start to build a common language used to describe our target users, thus minimizing confusion and miscommunication in future stakeholder management situations. And, as a group, we could understand the pain points from the perspective of other business units and start to remove the silos that can present problems along the product development life cycle.
After the workshop, I created a readout and opened it for feedback to be delivered over a given time period. After time expired, the persona definitions were locked, thus creating a document that could be referenced throughout design and development, giving full accountability to all key stakeholders.
Click on the image to see the Final Persona Readout.
In order to capture the entire user journey through the interaction life cycle of the application, a storyboard was created. This provided a document that could be commented on, iterated and locked, providing another layer of stakeholder accountability.
The storyboard also provided a reference for checkpoints along product design and development.
Tim gets invited to a new program from his insurance provider that offers a lower premium for participation.
Tim enrolls and a week later gets a welcome kit with a connected BGM, several insulin pens, a Squire module, and a supply of BGM test strips. He also get information on how to download the app.
After downloading the app, it asks him to enter a code from the payer and walks him through everything he needs to get started with his new regimen and the app.
He enters information about his dosing, schedule, email address and password, etc. Then it walks him through setting up his connected devices.
That evening before dinner, Tim is ready to take his first dose. He opens his app, and follows the instructions.
First he takes his BG reading...142 mg/dL. He waits a few seconds and it shows up in the app. He does the same with his insulin, but first the app walks him through priming and setting up the app to automatically mark the primes then dosing 10 units of Humalog u100.
The app even contratulates him for logging his first set of entries.
Tim continues logging the next few days and doesn't even open his app most of the time.
He gets a reminder notification when he's supposed to dose or check his BG. And when he does, it's automatically sent to his app and he gets notifications confirming logged values on his lock screen.
It's easier than he expected.
Every once in a while, Tim opens the app to see his progress. He can see log entries he missed or forgot.
He also sees he is staying in-range about 60% of the time. He's not quite sure what that means and taps an information icon and learns about the benefits of keeping that number high.
Everything is going great. Tim takes a dose but runs out at 6 units. He grabs a new pen and pops on the squire module. Primes the pen and marks the prime the same as before.
He takes the remaining 4 units to complete his dose and the app asks if his last dose was a part of a split dose. He confirms that it was and gets ready to eat his lunch.
Tim is spending the weekend in the coutryside visiting his brother's farm. His phone died and has been off all weekend.
When he finally gets home on Sunday afternoon, he charges his phone, and takes his dinner dose. He gets a notification that ll of the doses he took over the weekend were just imported.
Tim runs out of insulin and he's low on funds. He decides to hold off on refilling his prescription and stops dosing.
Notifications start showing up encouraging him to start logging his doses and offering help and support he he just ignores them. He's getting a social security check next week and he'll probably get more when he has more money.
He gets a call from his case manager, Charles. "Hi Tim. I'm noticing that you don't seem to be taking your insulin and I wanted to see if there's anything I can do to help..."
Tim explains his money issues and Charles finds a cheaper option that fits Tims budget.
Tim agrees to start checking his BG again when the strips arrive and Charles takes the opportunity to help Tim estimate when his strips and insulin may run out and helps him setup reminders to refill his prescription and buy new strips.
Tim feels supported and more committed than ever to keeping up with his regimen. He still hates his diabetes but is encouraged to know he can always call Charles.
The information architecture was developed while taking into account the business goals and the user journey.
The storyboard also provided a reference for checkpoints along product design and development.
Delivery of reliable patient data to payers.
Then the featureset and roadmap was considered while considering the needs of the key user targets.
"I'm not sure what to do.
Can you tell me what to do?"
Schedule
Notification Handling
"I'm not sure my efforts are paying off.
Can you show me if I'm improving?"
Showing Progress
Schedule
Education
"I'm confident in the way I manage my diabetes.
Will you be ok if I don't visit for a while?"
Notification Handling
Developed as stimuli for User testing and Human Factors evaluations. Created using Framer Studio, a prototyping tool that uses JavaScript, CoffeeScript and a GUI interface to create high fidelity prototypes.