Providing Immediate Assistance to Hearing Aid Customers

Designing digital services to improve the customers’ access to their audiologists at any time while increasing customer satisfaction.

Amplifon. August 2018 - Present. UK, Italy and US.

Customer’s day to day experience and hearing aid settings

Customer’s day to day experience and hearing aid settings

Challenge and Outcome

Retaining new customers and improving the audiologists’ work by providing remote and immediate access to the services that the customers need.

The design of this service was part of a digital transformation programme, which aimed at connecting various services provided in-store by the audiologists into a seamless experience across channels.

The first of these services provided remote immediate assistance to customers and minimised the number of in-store appointments.

 
Service flow.  Image blurred on purpose. Contents are confidential.

Service flow. Image blurred on purpose. Contents are confidential.

Approach

A combination of user research and lean design organised in sprints with frequent validations and feature iterations.

This project aimed at designing various services that were part of the app and other digital platforms. The first of these services was remote adjustment, a service that connected customers with their audiologists when they had issues with their hearing aids.

Because the service was part of a bigger ecosystem, my role in the project was to unify the vision behind the services to be developed and work together with the UX team to provide a seamless experience to the customers, while catering for the needs of the audiologists.

Connecting UX, user research and service design deliverables

Working closely with the UX team, I contributed to materialising the remote adjustment service, while connecting it to the overall digital ecosystem by:

+ Aligning the value propositions of the services and the business’,

+ Conducting user research with the hearing aid professionals and the new customers in different stages of the process,

+ Blueprinting the experience of the service across countries,

+ Designing the service flow that informed the wireframes and the design of the experience,

+ Connecting this and other services to the business goals and the needs of the customers and the hearing aid professionals.

 

Blueprint and service flow co-creation with the client

Blueprint and service flow co-creation with the client

Key Results

This service addressed the audiologists’ need to shorten in-store appointments and provide a great experience for new customers, so that they keep using their services, while it also catered for the customers’ need to have immediate solution to their issues and using their hearing aids at their best.

The metrics of its success were the number of conversions from customers in trial to new customers, increase in customer satisfaction and the reduction of in-store appointments. The service is being currently piloted and it will be released to trial customers in March 2019.

In-store participant observation with an audiologist

In-store participant observation with an audiologist