Hello Go
Hello Go’s mission is to provide modern and accessible hearing devices to people. Konrad was tasked with reimagining their e-commerce platform and developing a checkout experience that caters to Hello Go’s product while supporting their customers.
Overview
My Role
UX Designer
UI Designer
Project Lead
Tools
Figma
Confluence & Jira
Zoom & Google Meet
The Team
2x Product Managers
2x UX Designers
2x Developers
Contributions
Create Checkout Flow
A/B User Testing
Hi-fidelity Designs
Who is Hello GO?
Hello Go is a Sonova brand, a world leading provider of hearing care solutions with 70+ years of expertise. Hello Go creates Ready-To-Wear solutions that revolutionize the options for those with mild to moderate hearing loss to communicate better - bringing vibrant hearing and more meaningful connections to millions of people across the globe.
View the website: HelloGo.com
The Problem
Hello Go’s current checkout flow doesn’t provide an opportunity for users to choose a dedicated provider for their hearing device. Due to the selling process of the device and assistance that may be needed, HCPs (Hearing Care Providers) must be linked to a sale and included in the checkout process.
The Solution
The goal is to implement a new checkout flow experience that will enable users to choose a Hearing Care Provider within the checkout experience. Due to the Checkout Flow being the last experience to complete in the project plan, it was important we finished the experience within our 3 week timeline.
First Checkout Experience | Flow A
We first reviewed the current checkout flow (Flow A) to identify any key areas of opportunity for our updated designs and experience. Below are areas of Flow A where we began exploring possibilities for the new checkout flow.
User Task Flows
Our User Tasks Flows for the current checkout experience via a clinic with our potential online purchase flow to integrate a Hearing Care Provider.
Iterations
Over several weeks we had multiple internal and client meetings to review our explorations for the new checkout experience. With their feedback, we discussed our options and defined the new experience to move forward with A/B Testing shortly after.
Option 1
When landing on the Provider page of the checkout experience, an HCP is preselected to the nearest location to the user’s address. The option to search for another HCP is available, but less obvious to the user.
Option 2
In this scenario, the user is presented with the nearest HCP, but an ability to search for another is much more prominent. This gives the user a clear way to search for a new HCP, but could call too much attention to the action.
Updated Checkout Experience | Flow B
The new checkout experience (Flow B) that incorporates the ability for users to choose a Hearing Care Provider to aid with their hearing device if needed.
User Testing
Myself and a Product Manager on my team tested both Flow A and Flow B over the course of three days via Zoom. We had 8+ participants from ages 30-75. Each participant completed the checkout flow with minimal feedback regarding copy.
Approved and Shipped | HelloGo.com
After synthesizing our user testing results, we updated the new checkout flow for final approval from the client. The new checkout flow was approved and the last flow to be developed for Hello Go’s website. We shipped a full web and mobile experience in Summer of 2021 for Australia’s market with additional countries to follow.
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