Understanding the needs of people living with diabetes.
Eli Lilly
Eli Lilly partnered with Ustwo to address the challenges facing the Tempo Smart diabetes management app. Using a white-label approach, Tempo Smart suffered from feature bloat, a lack of strategic focus, and a reactive, non-customer-led prioritisation process. The app aimed to be a one-size-fits-all solution, neglecting the core needs of people living with diabetes.
We conducted in-depth user research to understand these needs and developed a new user-centred design framework that prioritised core needs. We delivered a comprehensive set of deliverables, including research findings, design recommendations, and a roadmap for future development, empowering Eli Lilly to make data-driven decisions and continuously improve the Tempo Smart experience for their users.
My Role
Lead Product Designer
Client
Eli Lilly
Agency
Ustwo
Design Challenge
How can we design a diabetes management app that simplifies the user experience, provides personalised support, and empowers users to take control of their health?
Our Research Approach
Quantitative research
employing surveys and data analysis we identified key features and functionalities valued by individuals with diabetes.
Qualitative research
in-depth interviews and focus groups, we explored the emotional and psychological dimensions of diabetes management, uncovering profound anxieties, frustrations, and unmet needs.
Competitive Analysis
of leading diabetes management apps to identify best practices and areas for improvement within the existing market.
Usage Analysis
of Tempo Smart's usage data to understand user behaviour and identify underutilised features and opportunities for enhancement.
Insights and Findings
Our research revealed that people with diabetes often feel overwhelmed, anxious, and out of control. They struggle with complex treatment regimens and fear the consequences of uncontrolled blood sugar.
Key barriers to effective diabetes management include:
Complexity of the treatment regimen
Lack of personalised guidance
Emotional burden of the condition
Limited access to support and resources
A journey of self discovery
New sufferers of diabetes struggle with uncontrolled diabetes and experience significant emotional and behavioural fluctuations due to frequent blood sugar spikes and drops. This creates a challenging and often stressful daily life.
Research reveals that individuals who effectively learn to manage their diabetes have undergone a personal journey of self-discovery, learning about their unique needs and developing personalised strategies.
“I'm struggling with uncontrolled diabetes, facing unpredictable glucose levels without understanding the influencing factors. It's overwhelming and leaves me feeling hopeless and unsure of how to manage it.”
I need you to tell me what to do in easy steps.
“I'm on a self-discovery journey, feeling more energized and better. While I understand more about what affects me, I still have more to learn and sometimes need help. I know what's good for me, but I'm only human.”
I need you to give me more flexibility as I learn what works for me and my needs.
“I’m managing my diabetes well and confidently navigating through my care. I plan ahead and am proactive. This allows me to focus on enjoying life, free from the fear of hypoglycemia and health issues.”
I need the freedom to make my own choices.
We identified four core needs
Build my knowledge of my diabetes
Provide tools and tips that build my understanding of what affects my glucose levels to empower me to make confident decisions.
Remove the barriers and make it simple
Save me time and empower me to live a more normal life, by simplifying my diabetes management regimen and reducing the mental load and effort that comes with it.
Flex with me and my unique challenges
Give me personalisation, customisation and flexibility so that my care and choices work for me, my health, and my schedule.
Support and guide me along the journey
Guide me to achieve my goals by giving me personalised feedback and recommendations in a supportive, human and motivating way.
A new product mission
For people with diabetes who are overwhelmed by their condition and regimen, TempoSmart gives them control and confidence by guiding them to make the right decisions and understand what works for them.
By connecting seamlessly with an array of devices and apps, TempoSmart removes the complexity of diabetes management and empowers people with diabetes to focus on what matters — living life to the fullest.
Increase in % time in range
We established a prioritisation framework aligned to four core goals, now embedded in Jira to help the product team evaluate new features and updates consistently.
To support TempoSmart’s vision of “Right dose, every time to achieve 100% time in range,” we defined our North Star metric as an increase in users’ percentage time in range.
This clear and measurable goal aligns cross-functional teams around a shared objective: empowering users to achieve optimal blood sugar control. It enables focused prioritisation, clear progress tracking, and a shared commitment to delivering meaningful outcomes.
