Business Problem
In 2022, Orka experienced high return rates for the Gen 1 product due to users struggled in the first two weeks of adaptation. In response, Orka initiated a project to improve the onboarding user experience for the Gen 2 product, aiming to boost the adaptation rate.
Solution
We designed the onboarding functions in the Orka app to help users learn the Gen 2 hearing aids efficiently. This engaging approach boosts their daily usage, effectively converting 14-day trial users into paying customers.
My Role
Timeline
Tools
Wearing tutorial
We guide users through connecting Bluetooth and wearing Orka hearing aids with easy, step-by-step instructions, bypassing the need for searching how-to video or user manual.
Experience everyday benefits
Instead of asking users to study technical terms like 'streaming' or 'Bluetooth 5.3,' we show users how Orka hearing aids can benefit them in everyday moments through immersive use cases.
Tailored hearing profile
For orka hearing aids, the detail in custom settings is a critical factor. The onboarding journey includes schedule professional fitting session with a remote audiologist, tailoring the device to the user's specific auditory needs.
Our Approach
01 Research
User interview
Persona
User journey map
02 Design
Workshop
Wireframe
Rapid prototyping
UI design
High-fi prototyping
03 Evaluate
Usability testing
Survey
My Contribution
As the lead UX designer, I was responsible for designing the user onboarding functions for the Orka customer app. My tasks included working alongside the industrial designer for the user unboxing journey map, conducting design workshops, creating app prototypes, running usability tests, and communicate with brand designers on the app's visual design.
Measuring the User Value
Prior to initiating the design phase for Orka Gen 2, the CEO and service team visited Gen 1 users in the United States, collecting user feedback. The in-house design team in Shanghai analysed these video interviews and created the two main Orka customer segment profiles, which define the objectives of the Gen 2 product design and development.
Communicate with stakeholders about the user journey design
I collaborated with the industrial designer to create an onboarding journey map highlighting key user behaviors. Then, I conducted a workshop with the service team, in-house design team, and development team to share our understanding and the functions I would design for the Orka consumer app.
Defined App onboarding Functions
Orka Health App onboarding flow
Based on the product definition, the onboarding software flow map and the Bluetooth connection flow for the Orka Health App were created.
UI and prototyping execution works
I efficiently designed the user interface using the Orka UI Design system in Figma to create low-fidelity prototypes for internal discussions with industry designers. After that, I imported the user interface into ProtoPie to develop high-fidelity prototypes with audio interaction features.
Usability testing process
For the usability testing, I prepared two software prototypes, along with hearing aid mockups created by the industrial designer and packaging made by the packaging designer.
Here's a brief overview of the process:
Publish the user test hiring post in Feishu (office working platform).
Introduce the project goal, put users at ease and let users unpacking and use the app while thinking aloud.
Calculate the time of each design prototype they use.
Ask follow up questions and gather feedback.
Let users fill out a questionnaire. Thank them for participation.
Validating Goals
The two versions of prototype—helped the team gather 4 levels of validation:
Results
Due to the lack of documentation, I don’t have the quantified results of the survey. However, from what I recall, the results of the first round testing is as follows.
Feature improvement
1) Replace the 3D animation with how to video for the tutorial session.
2) Remove the manual control function for streaming mode. Instead, set it as the default mode and integrate all streaming functions into a immersive audio introduction session.
3) Apply use cases to represent the hearing programming settings instead of a professional tech settings control panel.
4) Visualise the hearing profile related user interfaces
New rounds of usability testing
The new rounds of usability testing yielded positive results: users now understand how to use the Orka Two hearing aids more quickly, and user satisfaction rates have increased due to the survey results.
American users feedback for the Orka Two onboarding experience
Quantitative Survey Feedback:
- Average Score: 5.3 out of 7
- Median Score: 6
- Full Scores: 25% of users
Qualitative feedback from Trustpilot:
Unboxing from hearing aids experts:
The Orka Two onboarding experience has been positively received, with high scores and commendations on the premium design. Moving forward, the team will continue refining the design based on user feedback and data insights for the future product versions.