project description

I had the opportunity of interning as a UX Researcher for the Glenview, IL-based hearing aid manufacturer, GN ReSound. Through this job, I was given the task to revamp their pediatric website so the conversion rate of the users could improve. My goal for this project was to improve the user experience for the site by adding value, accessibility, and satisfaction for the caregivers (Parents, Healthcare Professionals, Teachers).

The Problem

After completing my research, I learned that caregivers were getting lost when navigating ReSound pediatric website to find the appropriate products and product information for their children’s proper age group — e.g., Infants/Toddlers, School-Aged Children, and Teens.

My Role and RESPONSIBILITIES

• Meet bi-weekly with UX Supervisor and Copenhagen UX team to go over what changes were needed and create a deadline for each implementation phase.

• Conduct a competitive audit of the GN’S Pediatric platform and align it with ReSound branding. Along with outlining any changing to their platform with the correct colors, fonts, and padding.

• Provide wireframes, high-fidelity mockups, interactive prototypes, and assets for the ReSound marketing team.

Design Thinking Process

My design approach for this project consists of five phases - Empathize, Define, Ideate, Prototype, and Test. I use these phases to organize my thinking, understanding the problem, selecting my problem-solving methods, and providing my solution to the problem.

Phase 1: Understand

Define & Empathize

Research

At the beginning of the research stage, I started by scheduling interview meetings with Pediatric Stakeholders (Chief Audiology Officer, Audiology Director, Pediatric Audiologists, Marketing ) within the company. My goal for the interviews was to learn more about the business and what their business goals were for the website. Conducting market research on ReSound competition was a crucial component of my UX strategy. I was able to gain firsthand knowledge on industry standards, what works/doesn’t, and gaps (innovate) - maybe our competition is missing. The research helped me to learn about the competitors, their best practices for design, and what types of customer segments use their products.

findings

This part of the phase, I utilized Jakob’s Law and focused on finding design patterns that point out industry standards across our competitor's websites. These insights into current trends and helped me with the manifestation of the mental model for the site.

design challenge

The results from my findings helped me to gain knowledge about the user's pain points. I was able to understand their problems better and empathize with them. Understanding their pain points helped me to select the best methods to solve them and design solutions for validating my hypothesis.

Overview of personas

Personas are a great marketing and UX design tool; they help you understand your users’ goals and needs and introduce you to your users as if they were real people you could talk to. While working on the design for the pediatric website, I created several personas for each user role for the site: Caregiver 1- Infant/Toddler, Caregiver 2 - School-aged Children, and Caregiver 3 - Teenagers. The personas helped me get a better understanding of our target audience and provide a means for prioritizing the new features list for the website.

Personas

Phase 2: Explore

Ideate & prototype

sitemaps

The sitemaps were created to organize the pages, information, and navigation of the site. It shows the user flow and critical tasks, which help us to think through the core activities of our prospective users for the hearing aid products selecting experience.

Below you can view the original sitemap where the user had to take four steps to complete their task and the redesigned sitemap where the user takes three steps to complete their task.

sketches & wireframes

mockups

prototype

phase 3: materialize

test & implement

Usability testing

Test script