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Overview
 

NutriSense is an AI-powered nutrition coach that helps users choose diets based on their unique physiology. Through it, users can reduce their chances of developing metabolic disorders (like Type 2 diabetes and heart disease), shed unwanted pounds, and improve athletic performance. 
 

The Continuous Glucose Monitor was developed in 2001 as a lifesaving device for people with Type I diabetes. The founders of NutriSense were the first to utilize the CGM technology in 2020 in order to reach a wider audience. In my role as a product designer, I worked directly with the founders to enhance the customer experience. I came up with strategies and solutions to redesign the digital application as well as the physical device

Contribution

UI/UX Audit, Information Architecture , Research, A/B and Usibility Testing, Wireframing, Prototyping, UI/UX Design, Design System, Branding, User onboarding

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Problem Statement

As a result of an engineer driven culture,  product features were developed without undergoing testing, metrics or user interviews. They relied solely on general received feedback. This approach has led to a notable decrease in user satisfaction, and the solutions that have been implemented are not being effectively utilized by the end-users.

 

Solution 

 The solution revolves around enhancing the visual design and information layout in order to improve the navigation experience for users. As well as incorporating additional tracking options to provide more valuable information and encourage customers to learn more about their bodies through NutriSense, all while increasing customer retention. 

Challenges

We had to operate remotely during the COVID-19 pandemic. We also encountered a high abandonment rate as well as new competition. So it was crucial that the correct strategy be implemented and to act promptly to avoid bankruptcy. 

User Research

Due to the many limitations we faced, I attempted to make the most of what we had. Below are some of the tasks I completed during my research:

  • Conducted a social media sentiment analysis of our brand and our competitors.

  • Acquired users' data

  • In collaboration with the COO and nutritionist, I gathered insight into the most common reasons for users to contact the company.

Insights

The objective of the user research is to better understand the current user journey, identify pain points, and identify opportunities for improvement. 

19% of users have complained about data loss if the device was not synced within eight hours. 
"First off, this product is not accurate out of the box. And don't forget if you don't scan it within 8hrs, you lose data." 
- Sara
In 82% of cases, users contacted NutriSense to understand the reading and reason behind the glucose level graph.
65% of users were women over the age of 40
"Unlike what we expected, the majority of our users are women. " 
- COO
73% of users were dissatisfied with the manual logging procedure and the inability to input measurements accurately.
"Eight days into the use of the device, the monitoring went crazy and spiked 100pts and began showing continuous incorrect readings which could not be explained. 

A horrible experience and a waste of my time and money." - Lay
" The  challenge is that the quantities you can select are fixed quantities and if you switch to grams the lowest you can go is 100 grams with no option of manual entry of quantity. It's little things like this that add up to being big things." 
- LethalJD

Discovery

User Personas

Clara Madison

Occupation:  Professor

Age: 48

Needs:

  • "A simple way for me to gain insight from graphs would be helpful."

  • "I need to remember to sync my device regularly."

  • "My readings need to be accurate."

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Jacob Watts

Occupation:

Trainer

Age: 30

Needs:

  • "I need an easy way to log in my meals and activities."

  • "I need a way to record measurements accurately."

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Journey As is

This is how these two personas go through their journey of using the service

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Are we missing something?

Considering phases 2 and 4 had the most common pain points, I recommended prioritizing them. Although, since the device had a high accuracy rating, I wanted to investigate the common complaints from users regarding its inaccuracy.

It turns out that while glucose levels can be influenced by sleep, food, activity, stress, which were all included in our application, glucose levels can also be affected by medication, illness, surgery, menstruation, and menopause.  I suggested that we implement mood and menstruation tracking functions since the majority of users are women.

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Ideation

I shaped my findings into opportunity statements to support the ideation process. I used the How might we (HMW) frame as it doesn’t suggest a particular solution, but give room for innovative thinking.

Problem: The information is scattered all over the place and hard to comprehend
Solution: Make information easier to comprehend?
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Design 1:

>Added glucose level to the meal

>Redesigned data graph to include an overlap of activities to make it easier for the user to draw insights.

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Problem: No flexibility in  logging option
Solution: Create a solution that makes it easier to log exercise and meals?

Design 2:

>I suggest connecting user profiles to fitness apps such as Fitbit and Apple Watch for a long-term solution.

>As we needed a faster solution, I suggested redesigning the keyboard for easier and more accurate logging.

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Problem: Insight and logins inaccuracy
Solution: Make it easy more accurate?

Design3:

For the long-term plan, I proposed and designed the following:

> Add the option to track other factors that affect glucose levels, such as mood state and the menstruation cycle.

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Implementation

In terms of implementation, I preferred the storyboard and agile backlog technique over other techniques as they clearly show the relationships between larger pieces of work. 

I worked with the founders to develop best practice strategies to implement the new designs and test users' responses.  

Results & Impact

NutriSense's user base has increased significantly. Additionally, we received positive feedback on the new updates and achieved a 4.3-star rating. Below is the CEO's response to the team's effort.

What I would have done differently

  • Test in a physical setting.

  • Engage in user research on a deeper level 

  • Ensure accessibility and design inclusion

Other things I worked on with the COO

  • Researched ways to enhance the consumer experience with the device. 

  • Discussed and researched sustainable materials since the device needed to be replaced every 14 days.

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