Designing dignity into healthcare onboarding
Supporting behaviour change and independence for hearing aid users
Company
Amplifon
Date
2019
Project Overview
Context
Hearing loss affects millions of people, yet many delay getting hearing aids, and many who do stop using them due to discomfort, confusion, or stigma. Amplifon initially asked us to design an app, but customer research revealed a deeper issue: the onboarding experience.
For first-time users, the challenge is not the technology, but the emotional and practical adjustment to a new way of hearing. This work focused on designing a service that reduced friction, built confidence, and helped people continue using their hearing aids in everyday life.
My Role
Led the design of a digital companion to support onboarding and long-term use of hearing aids.
Conducted qualitative research with users and audiologists to understand real-world challenges
Mapped the end-to-end onboarding journey, identifying key drop-off and frustration points
Designed the app as a behavioural support tool, not just a control interface
Prototyped and tested solutions with users to improve usability, confidence, and adoption
Worked closely with product and engineering to deliver a production-ready experience
Key Highlights
Impact
Award-winning digital experience (Digital Impact, BIMA, The Drum, OMMA)
6,500+ downloads in the first four months
Improved user confidence and continued use of hearing aids
Contributed to a 10% increase in Amplifon’s share price on launch day
Why this matters
Good healthcare design can reduce stigma, build confidence, and genuinely improve people’s daily lives.
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