It takes most people who need them around seven years to get fitted for hearing aids. And if that weren’t enough of a problem, once they have their devices, many don't use them enough or they choose to stop wearing them altogether, citing a range of issues from poor audio quality to lack of familiarity.

Amplifon asked us to design a service to help their customers get comfortable with their hearing aids, learn how to use them quickly and simply and get the maximum benefit to ensure continued use.

We created the world’s first hearing aid app that connects not only to Amplifon-branded products but some of the major Bluetooth-enabled hearing aid brands on the market.

The app allows users to control essential functionality including volume, hearing direction and environment settings, simply and discreetly via their smartphone.

In addition, we created an AI-ready companion service that actively helps customers overcome challenges they might face via daily reminders, real-time feedback, tips, and encouragement. Customers can also use the app to locate their nearest Amplifon store and book appointments as well as receive technical support, including tutorials and FAQs, for added usability and convenience.

We worked closely with Amplifon, audiologists and patient groups to identify the common problems hearing aid users have with their devices.

Our research focused on initial barriers to use, adoption and sound issues and the long-term experience, with reference to device adjustments and product upgrades.

Our core target group is digital-savvy 40 to 60-year-old customers living an active lifestyle. We paid specific attention to smartphone take up for the demographic to ensure the technology would be used widely and customers would derive the full benefit from the app.

Starting with extensive user research and service design work, we developed all detailed specifications, screen designs, complete visual identity, custom iconography, and branded motion design.

We designed smart programs that adapt to the user's surroundings. They can also fine-tune settings like hearing direction and noise-reduction depending on the environment and time of day.

For the Companion, we designed a unique, digital service that learns and reacts to the user's behaviour. In response, it provides useful tips, reminders, and encouragement to ensure they get maximum use and benefit out of their hearing aids.

Moving forward we are responsible for the creative direction of all content being produced for the app, including new functionality to make it even more valueable for customers.

The app will also be launched in several new countries worldwide and in other versions of the Amplifon brand, including Miracle-Ear in the U.S. and Gaes in Spain.

For Amplifon, the app presents a crucial building block in the company's digital transformation strategy. While satisfying the changing needs of Amplifon’s core target group of older customers, it helps to position the brand with a younger generation. Finally, the app underlines Amplifon’s status as the leader in hearing care by enabling new, digital services that enrich the overall customer experience, especially after-sales, ultimately increasing customer satisfaction, retention, and loyalty.

To date, the app has been downloaded over 8,500 times. This represents a penetration of the overall customer base, six times the figure that justified the original business case. Even bigger peaks were recorded for clients under 55. On the day of the launch, Amplifon shares rose 10%, and since announcing its digital transformation strategy, it has achieved compound EPS growth of 50% per year and stock price growth of 276%.