Phonak: Audiologist Journey

Context

During my time at Atfront AG, I worked on a strategic design project with Phonak, a global leader in hearing care solutions. Over the years, Phonak had developed multiple digital products and services, but the overall experience across stakeholders—such as audiologists, clinics, and end customers—was fragmented.

The goal of the project was to create a coherent digital experience framework aligning the needs of audiologists, clinics, and patients, while enabling the development of digital solutions along the hearing care journey.

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My Role

Service Designer  & UX Design

Responsibilities included:

• Contributing to the strategic experience framework for the hearing care ecosystem
• Developing UX concepts for smaller digital initiatives within the overall journey
• Designing user tasks and flows for new digital services
• Conducting or supporting user testing sessions with stakeholders
• Translating insights from testing into improvements for product concepts

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Approach

Ecosystem & Stakeholder Research

We analyzed the hearing care ecosystem and identified the needs of key stakeholders such as audiologists, clinics, and end customers.

Customer Journey Framework

A comprehensive journey map was developed to structure the entire hearing care experience and identify opportunities for digital services.

Digital Concept Development

Based on this framework, smaller digital initiatives were defined and implemented through individual Statements of Work (SOWs) within the global service agreement.

User Testing & Iteration

For these initiatives, I developed UX concepts and supported or led user testing sessions to validate usability and refine the solutions.

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Key Contributions

• Contributed to the development of a strategic experience framework for hearing care services
• Designed UX concepts for multiple smaller digital initiatives within the ecosystem
• Developed user tasks and interaction flows along the hearing care journey
• Facilitated and supported user testing sessions with stakeholders
• Translated user feedback into improvements for digital concepts

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Impact

• Established a strategic design foundation for Phonak’s digital ecosystem
• Enabled multiple digital initiatives aligned with the overall customer journey
• Improved the usability and relevance of digital solutions through user testing

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Skills Demonstrated

Service Design

Experience Strategy

UX Design

User Research

Customer Journey Mapping

User Testing

Design Thinking

Digital Product Innovation

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