Your Hearing Network

Your Hearing Network (YHN) is a nationwide network of independent hearing healthcare providers striving to help people hear better. YHN offers managed care, practice administration tools, and other business solutions to empower audiologists to manage critical areas of their practice and focus on providing quality patient care.

Role Product Designer · UX Writer

Deliverables User Profiles · User Stories · Sitemap · Wireframes · Design System · Hi-fidelity Prototype

Tools Flowmapp · Axure · Sketch

Timeframe 2 years

Agency GeekHive

The Problem

Running an independent practice with manual processes and a lean staff is time-consuming and overwhelming. YHN members need a centralized digital experience to credential healthcare providers, process claims, and track patient appointments. Smaller practices need supplemental services, such as a call center, to provide better patient service.

"How do we enable hearing health providers to work more efficiently while growing our network?"

Opportunity

  • Identify business and user goals to form target personas.
  • Translate manual and paper processes to efficient digital experiences and design tools that enable audiologists to self-manage and run efficient businesses.
  • Establish a consistent digital style from multiple disparate systems and platforms.
Key Performance Indicators
  • Increase the number of active portal users.
  • Increase user enrollment in digital products and services.
  • Increase the number of Oticon — its parent company — sales.

Research

Stakeholder Interviews

The path to understanding YHN’s target users began with learning why the first portal failed to convert. A change of business direction warranted a reprioritization of user personas determined through several stakeholder interviews and workshops.

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Define

User Profiles

Practice owners, providers, and office managers emerged as key personas. I captured user behaviors, motivators, pain points, and goals in user personas before defining user stories, which we used to define and prioritize project scope.

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Ideate

Card Sorting & Sitemap

A series of workshops and card exercises shaped user flows, navigational paths, and concepts for practice tools. The team collaborated with stakeholders to iterate on concepts for prototyping.

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Branding

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UX Design

Wireframes

Sitemaps and user flows illustrated final navigation and task paths. These artifacts directed the approach for wireframes, which illustrated information architecture, critical interactions, and how to guide users through task flows.

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Prototype

Visual Design

I translated YHN’s brand identity to a design system comprising of responsive components appropriate for advanced user interactions. Graphs and charts visualized dry tabular data, self-guided tutorials supported user onboarding, and responsible design ensured a consistent desktop-to-mobile experience.

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Testing

I tested specific wireframe flows with practice owners and back-office users to validate the intuitiveness of the solution. Feedback warranted further simplification of user flows and clarification of system feedback.

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Results

During a post-launch beta survey:

  • 86% of users found the portal is easy to navigate.
  • 89% of users found the portal’s information straightforward.
  • 78% of users found the user interface highly pleasing to look at and use.
  • As of today, active users anxiously await new feature releases.
Lessons Learned
  • Build for data first, design later. Assuming UX will solve data disparity is a misconception. Data, content, and user need shape UX deliverables.
  • Always consider the mobile experience. Mobile traffic will increase over time, so it’s important to future-proof the output. Plus, developers code for it regardless.
  • Let the customer’s voice define your MVP or risk building something that’s not usable.
In Hindsight…
  • I would have pushed for more user testing, especially during the project’s second phase, to ensure the experience was usable and understandable. 
  • I’d recommend UX Research to understand customer needs and pain points. 
  • I’d spend less time on making wireframes mid-fidelity and focus more on the experience.