SonicCloud

An app for hearing-loss (iOS, Android, Windows, and Mac)

Role: UX/UI Designer | Duration: 2017 - 2019

 
 
 
 

Problem

SonicClouds’ customer base is mostly composed of an elderly demographic that is not very tech-savvy.

With a highly specific and customizable app, there were numerous issues with onboarding, app usage, and churn.

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UX Design

- Identified pain points to be prioritized by the Dev team to enhance accessibility with new user onboarding, based on data from user research as well as marketing and CX analytics.

- Collaborated with investors, CEO’s, marketing, designers, and developers to define research questions and product road map.

- Analyzed and disseminated research insights to the team in digestible formats.

- Assisted with redesigning pages of the app’s onboarding experience which reduced subscriber churn by 3X.

 
 
 
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UX Research

- Co-led Beta-testing, recruited and interviewed +300 participants for user interviews and +100 for usability testing of new, and existing features. Implemented research findings to support app updates.

- Analyzed qualitative and quantitative data, created storyboards, user flows, sitemaps, personas, affinity mapping, process/ journey mapping, wireframes, and prototypes, and handed designs over to the Dev team.

- Designed feedback surveys with Typeform and Google Forms, collected data, and presented analysis. 

- Maintained a database of user research participants, to give team visibility into research findings. 

- Performed exploratory field studies for both mobile and desktop app at various accessibility conferences.

 
 
 
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Results

- Reduced 3X subscriber churn through user experience strategies.

- Identified various pain points and increase the customer lifetime value of over 80,000 app subscribers.