Staff Product Designer
Dexcom
THE PROBLEM
With multiple versions of CGMs (Continuous Glucose Monitoring) release market, Dexcom needed to unify their product story and enable users to:​
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Discover their products and get information about previous products
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Learn about how they can purchase a Dexcom with insurance or renew a subscription through the site
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Build their brand awareness by introducing “Dexcom Warriors”
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Offset overwhelming traffic coming to their call center through a very detailed and intelligent FAQ that empowered the user to solve their own problems and enhance the customer experience
CREDITS
Date 2016
Created at Mirum Agency
Sr. UX Designer Carina Nicklaw
Director Eunie Kwon
Senior Visual Designer Svante Nilson
Jr. UX Designer Vina Rathakoune
Copy Peri Silverman
Award W3 ​Gold General Website
FACILITATING DESIGN
When asked to redesign a web page or process, you can’t just wave a magic wand and suddenly have a new, brilliant design materialize in front of you, nor should you simply reach into your bag of standard design patterns and apply them blindly.
-- Aurora Harley | NNGroup 2017
As a team we held an ideation session to develop fresh new thinking from a diverse set of disciplines to produce high-quality designs and solve usability problems. I ran 3 rounds of tree testing to validate the nomenclature of the navigation, as well as the FAQ taxonomy.
DISTILLING THE VISION
With a challenging timeline, I was able to deliver our UX solution to support multiple user journey's.
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Identifying main users: people suffering from type 2 diabetes and caregivers of people with type 2 diabetes ​​​​
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Designing an architecture that supports discovery and education
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Validated the navigation with 3 rounds of tree testing for usability and discoverability
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Awareness of Dexcom as a product through it's ability to provide piece of mind as a Continuous Glucose Monitor (CGM) through app notifications
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Helping the patient navigate through insurance to make sure the cost is covered to purchase a Dexcom device and seamlessly taking the user through shopping and reordering workflows
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Enabling Dexcom customers to find answers using Dexcom’s FAQ:
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Validating the FAQ taxonomy through tree testing validation for usability and discoverability
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Strategic location of the Contact Us so that Dexcom’s support center does not get overwhelmed and so that common questions can be answered instantaneously.
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EXPERIENCE MAP
Our goal was to change how the user thought about products and to provide a clear understanding of how the products work together with the software to create the optimal Dexcom experience.
The nomenclature for the global navigation should be clear, concise and friendly.
Each of the main navigation items should have landing pages that help it to work hard to show an overview of what is available in that section.
We have also incorporated “How to Own A Dexcom” as part of the main navigation in hopes of presenting an overview of the process involved in purchasing a Dexcom. This allows us the opportunity to set up the context for the Lead Gen Form.
VALIDATION THROUGH TESTING
During our testing phase we leveraged Treejack to understand where users were getting lost and how they expect to look for key information.
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We conducted three rounds of testing which yielded direction to give to the design & content team to aid the user in content discovery at points that are difficult to navigate.
TITLE OF THE CALLOUT BLOCK
SOLUTION
The solution we came up with presented the products logically to the sites users and told the story of success.
We gave the user opportunities to contact Dexcom at every point of their journey, in context to their journey. To come to the right solution for architecture, we conducted 3 rounds of tree testing in navigation architecture as well as FAQ architecture to help us make the right decision in the taxonomy of the navigation and the FAQ.
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In order to empower the user to answer their own questions, we created an FAQ that dynamically served up related FAQs and options to guide the user to the right answer. Only as a last resort, offering up the “Contact Us” module, to offset the traffic to their call center.
A FEW HIGHLIGHTS I WANTED TO CALL OUT
Worked with a phenomenal team seamlessly to get the work done quickly (BA, Visual Design, Creative Direction, Development (FE/BE)
Won gold in 2016 for W3 Awards + Happy Client
Worked alongside a junior UX designer to help mentor through example
