Mapping the user journey for a connected wearable injection system

A pharmaceutical company was developing a connected wearable medication delivery system for a patient population unfamiliar with wearable injection technology. They needed to understand how patients would receive, store, use, and dispose of the device, and how much support and connectivity users expected throughout that journey.

We conducted in-lab testing with users to map their ideal journey. Participants used visual cards to build their preferred experience from receiving the device through disposal. One month later, we returned with a refined flow and conducted follow-up sessions with a mix of previous and new participants to validate and deepen insights into app integration, feature preferences, and usability expectations.

We uncovered how much guidance patients expected from both the device and accompanying app, where they felt confident, and where they needed more support.

Our recommendations helped shape the system’s onboarding, app integration, and physical design, ensuring the final product aligned with how patients naturally wanted to engage with it.