Putting People At The Center Of The Process
As we began our work, we realized the majority of Diasyst’s research up to that point had been done by talking primarily with people in the healthcare industry. While a lot of thought had gone into how to streamline the process for providers, little had been done to validate assumptions and product decisions with actual patients.
This led us to set up user testing sessions, in-depth interviews, and ethnographic research of both user types – patients and providers. We even started pricking our fingers and using the application ourselves in an attempt to gain a deeper understanding and build empathy with these users. Right away we uncovered several challenges that many people, especially older patients suffering with degenerating eyesight, were struggling with.
By inviting the users into the design process, we were able to more easily identity pain points and real issues that existed in the software. This not only provided a more accurate action plan of things needing to be addressed, it also led to an increased ROI. As addressing these items lead to a decrease in customer support and ensure development time was spent addressing functionality that had a direct impact on a person’s experience.
Scientific By Design
A human-centered design approach, shares a lot of similarities with the scientific method. This proved to be extremely beneficial as Diasyst started looking into FDA approval of their products. By being able to show how ideas were researched, designed, and validated we had instituted a framework that aligned with what regulators were seeking. Adjusting the process to include detailed documentation helped further streamline what is typically a very arduous process.
Overall, this refined approach to design has had tremendous benefits for patients, providers, payers, and Diasyst. Some of the direct functionality that has stemmed from this new methodology is: improved accessibility within the applications; a more streamlined and informative onboarding process; and an AI-powered chatbot that connects the patient with their healthcare team to answer questions and provides a more active role in fighting their disease.