Delvinia engaged in a multi-faceted insights process that included stakeholder interviews with doctors and members of the Canadian Diabetes Association, followed by focus groups with patients and caregivers to better understand the needs and digital behaviour of people with Type 2 diabetes.
It became evident that the diabetes experience for both patients and caregivers is highly individualized, as information needs for both groups vary in nature and intensity throughout the diabetes journey.
Delvinia determined that the portal needed to function on two planes. It needed serve as a convenient, centralized source of relevant information for all diabetes patients at each stage of their journey, but it also had to accommodate the highly individualized nature of the diabetes experience.
Delvinia developed a customer journey and personas to illustrate the various information needs of individuals along the diabetic journey, which vary for someone with a recent diagnosis as opposed to those of a long-time diabetic.
To address this challenge, the platform was designed to provide opportunities for one-on-one exchanges—especially Q&A with health care professionals—so that users could be informed, reassured and supported throughout the diabetic journey.