Dexcom
The international pharmaceutical company Dexcom wanted to understand the user experience of its glucose monitoring device. They also aimed to identify the challenges faced by healthcare professionals (HCPs) in public hospitals during the purchasing process and while assisting patients.
We conducted qualitative research to understand both internal and external perspectives, interviewing company stakeholders as well as over 30 patients/caregivers, doctors/nurses, and diabetes associations to identify archetypes, map their journeys, uncover pain points, and explore the connection between patients and HCPs.
We also conducted a quantitative survey with over 250 patients and caregivers in Spain. The goal was to validate and refine the findings from the qualitative phase—covering motivations by archetype, drivers and barriers, satisfaction with the device, and areas for improvement.
Later, in a global and international workshop, we analysed all the insights—related to the product, physical and digital usage, purchasing process, and training. We identified areas for improvement by clustering pain points, then prioritised them and generated concrete initiatives, which are now being developed by multidisciplinary squads with assigned leads.
