Web-based customer portal for self-service training and insulin pump software updates
Sector: Medical devices
My Role: UX design lead
Methods: Story boards, user scenarios, task analysis, wireframes, prototyping, information architecture
Project Timeline: February 2018 – April 2019
As a consultant for Redapt, I led UX design efforts in the creation of Tandem’s new customer portal—a tool that has transformed the way Tandem Diabetes Care provides training and customer service for patients.
Our goal was to reduce Tandem’s cost to provide one-on-one patient education that met strict FDA standards and made it easier for patients to learn about using their insulin pumps to manage Type I Diabetes. Additionally, the portal had to integrate with Tandem’s Customer Relationship Management (CRM) tool so the company could assign customized content to users and track their progress with trainings.
Over the course of a year, I collaborated with the Redapt and Tandem teams through multiple phases and iterations of the product. I led the team in design discovery, creation of user scenarios, task analysis, information architecture, prototyping, and interaction design.
In the end, Tandem Diabetes was able to eliminate the $250-$500 expense per patient on training.