We designed for Concha Labs a practical and enjoyable way for users to experience their AR fitting technology for a customized hearing solution.

We worked closely with various stakeholders of Concha Labs to design a feature that uses their AR fitting technology (Ear Landmark Detection) so that users are able to checkout with the correct size hearing pods through their desktop and mobile website.

This project was highly collaborative and each team member participated in every step of the process.

Context

The first thing that helped us in understanding the project goal was our kickoff meeting with the Concha Labs team. This helped us understand their key business values:

Researching the Space

We researched the business and their position in the market space to understand where Concha Labs fits into the current industry using a business model canvas. Additionally, we compared Concha Labs to their competitors and comparators and then did a feature analysis on their websites and offerings to evaluate what makes Concha Labs stand out, what they all have in common, and what key differences can be found.

Usability Testing

We performed usability testing to capture user behavior, user feedback, and specific metrics to help us in our complete evaluation of the usability of the site. The existing site underwent one round of Usability Testing where we solicited 5 users of varying demographics to complete a set of tasks within a given scenario as they navigate through the website.

User Research

From our initial research, we found our target audience to be primarily hearing aid users and secondly, users who helped procure a hearing aid for their loved ones. We conducted 9 user interviews to understand our target audience’s pain points surrounding the current hearing aid procurement process through a series of questions in our discussion guide.

From this point, we were able to capture the key characteristics, pain points, and experiences of the target audience through two personas and a user journey map. We focused on Chris, the primary persona, to guide us through the design process so we can always keep in mind who we are designing for.

Ideating

User Testing

Since we have a new design, we conducted usability testing again with a new set of users to see if our initial tasks improved its metrics. We also incorporated an additional task in order to test our new design that incorporates the AI fitting process.

Next Steps

We were really excited by the results of our second round of usability tests, especially from seeing the success and positive feedback for the new fitting process. However, we still discovered some minor problems that needed to be addressed, so we rounded up some recommendations and next steps for Concha Labs that they can use to further improve the design:

Reflection

We believe that our design will help Concha Lab’s AR fitting platform be a well integrated design into their beta program, as well as the improvements to the other areas of the checkout process that we have changed through research-driven data. It was a pleasure to work with a fantastic team that stands behind eliminating the struggles that the hard of hearing community encounters when acquiring new hearing aids.