Health Problem:
Connected care systems can be life-changing for diabetes patients; and yet, it’s difficult to trust a system that is monitoring your everyday life.
Situation: Our client was planning to launch a diabetes connected care system to add to their portfolio of insulin products.
Task: To help develop their customer experience, our clients asked us to dive into the psychological basis of trust in integrated systems.
Action: We conducted an analysis of analogues for our system, demonstrating how trust was lost, salvaged, or transferred. We also dug into the literature and conducted qualitative testing to develop pillars of trust for our clients to carry into the development of their programs/services, and even their product.
The Result:
1. Product updates included significantly higher forms of customization.
2. Discussion guides included components about doctor-patient shared responsibility.