Remote Assistance Hearing Aid Service
Amplifon. August - December 2018. UK, Italy and US
This service, part of a bigger mobile ecosystem, aimed at improving the quality of the service that the audiologists provided to patients when experiencing issues.
The service was piloted in 3 different markets (UK, Italy and the US).
In-store participant observation with an audiologist
Challenge and Team
Retaining new customers and optimising processes by providing patients access to the audiologists when needed.
I was part of a team of designers, a product owner and a creative director.
I led the user research and service design stream of work and was responsible for identifying the strategic vision behind the service. This included assessing the validity of the service user flow, identifying key user profiles and business’ differences between markets and blueprinting the possible impact of the service.
User flow validation session. USA.
Approach
A combination of user research and lean design organised in sprints with frequent validations and feature iterations.
This service originated in the discovery phase of an award winning mobile app design. Based on additional user research, the above user flow was created in collaboration with the client.
Frequent validations of the flow and prototypes of the service and the blueprint were done following lean principles, in order to pilot an MVP in one of the markets.
Blueprint and service flow co-creation with the client
Collaborating with the client and the users to refine the service flow
An important part of this project was collaborating with the client to refine the vision and steps of the service.
Practical aspects were taken into consideration, such as the availability of the audiologists when patients contacted them. This informed decisions in the flow steps, such as scheduling appointments for a later stage amongst others.
Service flow. Image blurred on purpose. Contents are confidential.
Key Results and Learnings
Frequent validation is key to align with what users value
This service was valuable for both, the audiologists and the patients. While it tackled the audiologists’ need to shorten in-store appointments, it improved the experience for new customers.
Adoption was a big driver behind remote adjustment and the steps of the user flow and the prototype aligned with this goal. While the development of all the features was not possible at the time, we iterated the MVP to adjust to this.
The service achieved the goal to reduce in-store visits and enhance the experience of internal and external users.