Hearing Aid Wizard
At a glance:
- Website
- Audicus
- Skills
- UX, UI, Prototyping, Code, Project Management
- Impact
- Providing personalized recommendations is a costly customer service interaction
- Impact
- HIPPA compliant audiogram upload process
Self-serve tool to automate purchase process for consumer
While working at Red Antler, I got the opportunity to work with a team of 3 to rebuild the Audicus website, including a recommendation engine where customers would read and upload a HIPPA compliant audiogram.
Research
Audicus had subverted the traditional hearing aid process of purchasing hearing aids from an audiologist and needed a way to empower the customer to confidently compare and purchase the correct hearing aid. The hearing aid tuning process completed by Audicus after purchase required a customer’s audiogram. The process of getting an audiogram from their customers was difficult and insecure.
Plan
We decided to combine the recommendation engine and audiogram upload into a pre-purchase wizard. The customer learned to read their audiogram, as well as upload it securely for Audicus’ records and future tuning process.
We created key questions that allowed us to easily provide recommendations on the correct hearing aid model for customers. We also created a HIPPA compliant image upload process within the wizard as well as on its own page for customer use post-purchase.
Execute
Customers returned less hearing aids because they were more likely to get the proper model when purchasing. This also decreased delivery time. Audicus could tune the hearing aids immediately instead of chasing down customer’s audiograms via email or phone.
While the technical requirements of this project were demanding, the outcome was worth it. After launching, potential customers were giving great feedback on (and using) this tool before reaching out to customer service. This increased Audicus’ ability to continue focusing on innovation in their products and models to change the way people see hearing loss.
