新型コロナウイルス感染症の影響で診療所が閉鎖され、医師と患者が定期的にコンタクトを取り合うことが難しくなっています。定期健診や、血糖値・インスリン投与量などの生体指標の継続的な監視が必要である糖尿病患者にとって、コロナ禍で健康リスクがさらに深刻になっていると言えます。
That’s where Glooko steps in. Glooko offers a web and mobile platform for monitoring and automatically reporting diabetes health data to health care providers, supporting 95% of all diabetes devices, and syncs with them all via a single interface. Recognizing the challenges posed by the pandemic for its users and the public health risks associated with them, the company has made its remote patient care service—typically a premium feature—free until further notice. This ensures doctors and their patients can maintain that critical level of contact from a distance.
To make sure health care providers are aware of the free offering, Glooko is using Pendo to promote it when they log into the platform, says product manager Jeff Chang. The offer was initially announced using a Pendo banner guide on the web app’s homepage, targeted at health care provider users, says Jessica Ison, Glooko’s knowledge manager. That guide included a link to a page where providers could learn how to invite their patients to connect with them, so they could begin monitoring their data remotely.
The Glooko team expects that the free offering will not only help providers better treat their patients, but also show them the value of being able to monitor their levels and data remotely when COVID-19 is no longer a threat. Hopefully, that will lead to account expansion, conversion, and growth opportunities down the road, Ison says.
Pendo is also helping Glooko plan the future of the product and drive users toward new or enhanced features. Ison says Pendo’s analytics have opened up a whole new world of insight into the product, and in-app messaging provides a fast and easy way to announce new functionality to those users who would benefit from it most.
Heat maps of user activity inform product and feature development by revealing ways that users engage with the platform that the team would not have known about otherwise. During COVID-19, Glooko is also pushing hard to expand the number of diabetes monitoring devices that can integrate with the platform to help as many patients as possible.
これらの新機能やアップグレード、インテグレーションのリリース時には、Ison氏はPendoのアプリ内メッセージを使って通知することで、エンジニアリングチームや開発チームの助けを借りずに機能の認知度を上げ、導入を促すことができます。ガイドは、リリースノートやサポートドキュメントの配布にも使用されます。
「アップデートやユーザーへのお知らせにPendoを使うことで、社内リソースに負担をかけずにクラス最高のプラットフォームを構築し続けることができます」と、Ison氏は言います。またChang氏によると、Pendoの使用で、開発および品質保証の業務が約50％削減されたということです。
Pendoのアプリ内ガイドは、サポート停止などのインシデントをユーザーに迅速に通知する必要があるときにも、Ison氏にとって重要なツールとなっています。アプリ内ガイドのおかげでサポートチームへの問い合わせが減り、状況に変化があったときはガイドを即時更新すればユーザーに新情報が伝わります。
「弊社の目標は、ユーザーにできるだけ多くの情報を事前に提供して、より効果的にセルフサービスを行っていただくことです。Pendoはそれに一役買っています」と、Ison氏は言います。
