Bridging the patient experience with what healthcare professionals need

Dexcom, an international pharmaceutical company, wanted to understand how users experienced their glucose monitoring device, and what challenges healthcare professionals in public hospitals faced when purchasing and supporting patients.

To tackle this, we ran a qualitative research study with both internal and external perspectives, interviewing company stakeholders and more than 30 patients, caregivers, doctors, nurses, and diabetes associations. The goal was to map out user archetypes, their journeys, and pain points, while drawing connections between the patient experience and that of healthcare professionals.

We also conducted a quantitative survey of more than 250 patients and caregivers across Spain to validate and sharpen the qualitative findings: archetype motivations, drivers and barriers, device satisfaction, and areas for improvement.

We then brought all findings into a global, international workshop where we grouped pain points and identified opportunity areas across product, physical use, digital use, purchasing, and training. From there, we prioritized and developed concrete initiatives, which are now being carried forward by multidisciplinary squads with defined ownership.