Journey Mapping the Experiences of CGM Users

Through semi-structured in-depth interviews with both diabetes experts and users with type 2 diabetes, we uncovered key insights that humanized the experience of people with diabetes and fostered empathy in the design process.

This is an NDA limited case study. Some details are omitted to protect the agreement, but key elements of the research process are highlighted to provide an overview.

Role

User Researcher
Designer

Timeline

January - March 2023

Methods

In-depth interviews
Thematic analysis
Affinity mapping

Tools

Figma
FigJam
Miro

OVERVIEW

Dexcom is a company that develops continuous glucose monitoring (CGM) systems. This technology allows people with diabetes to track and manage their glucose levels in real-time by using a small sensor inserted under the skin that transmits glucose readings to a receiver or smartphone app.

BACKGROUND & CHALLENGE

Although CGMs have been proven effective for managing both type 1 (T1) and type 2 (T2) diabetes (Rodbar, 2017), they are primarily marketed to people with T1 diabetes due to their greater need for intensive glucose monitoring. Additionally, many individuals with T2 diabetes face limited access to CMGs due to a lack of insurance coverage or awareness of the technology.

My team and I were tasked with exploring the medical experiences of people with T2 diabetes regarding insulin initiation and titration to gain a deeper understanding of the role of CGMs in diabetes management.

MY ROLE

In this project, I collaborated in the development of a research plan focused on semi-structured in-depth interviews. My primary responsibilities included:

  • Designing and pilot testing interview guide

  • Recruiting participants

  • Leading 5 in-depth interviews with users

  • Applying thematic analysis to synthesize research findings 

  • Collaborating in the design of personas and user journeys

RESEARCH PROCESS

1. Secondary Research and Study Design

During the first two weeks of the project we focused on:

  • Learning about diabetes management and treatment options, health disparities, and other factors contributing to the onset and progression of diabetes.

  • Affinity mapping our findings to uncover themes, which informed our research objectives and the formulation of research questions.

  • Designing our research plan, including interview guides and recruitment method.

2. In-Depth Interviews

Our research plan consisted of in-depth interviews with both health experts and people with T2 diabetes. We created a semi-structured interview guide with open-ended questions focused on exploring the medical journey of this user group.

  • USER INTERVIEWS

We conducted +10 interviews with people with T2 diabetes where we delved into their experiences with glycemic control, access to CGMs, assumptions about diabetes, and their decision-making process for management and treatment of the condition.

  • EXPERT INTERVIEWS

We conducted expert interviews with healthcare providers such as endocrinologists, diabetes nurses and doctors of pharmacy to improve our understanding of diabetes management, treatment options, and their approach to insulin initiation and titration.

3. Research Findings & Deliverables

Using thematic analysis, we identified key patterns and themes that allowed us develop three user personas and three journey maps that captured the most important aspects of the medical experience of people with T2 diabetes.

WHAT I LEARNED

Empathy as a Core Value

This project really emphasized the importance of building empathy to develop an accurate understanding of users’ experiences. It showed me the immense impact that researchers and designers can have by advocating for users and creating technologies that truly meet their needs and address their challenges.

Systems Point of View

Working in the health space requires a holistic understanding of the interplay of environmental and genetic factors that influence the health journey of individuals. Having a systems thinking perspective and integrating all stakeholders into the conversation is key to build products that improve users’ lives. 

Wearing a CGM

During this internship, I had the opportunity to wear a CGM for two weeks. Seeing my blood sugar fluctuate in real time gave me a firsthand understanding of the constant vigilance and planning that those with diabetes must undertake to manage their health. While this experience cannot fully replicate living with diabetes, it was a powerful tool for building empathy and gaining a more personal understanding of diabetes management.