ReSound: Empowering Tinnitus Sufferers with a User-Centered Design

• ReSound prioritized maintaining and improving the Relief app, a leading app for relieving and managing tinnitus.
• Sonar designed an app customer research study targeting non-users of the Relief app to understand perceived value and user experience.
• The study validated Relief's original hypotheses but also highlighted areas of concern for the team to focus on before re-launching the app.
• ReSound integrated rich qualitative insights from the study to make customer-inspired decisions in the development process.

As part of GN Hearing, ReSound strives to develop better solutions that help people rediscover hearing so they can live rich, active and fulfilling lives. Active in more than 80 countries, ReSound has a strong focus in research and development, making sure that their solutions are addressing real needs in the market.
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People with hearing loss are at the heart of everything the company does: ReSound is committed to providing exceptional customer service and support, helping individuals with hearing loss to regain their connection to the world around them.

One solution is their Relief app, which helps those who suffer from tinnitus manage their symptoms.

Challenge

As one of the leading apps for relieving and managing tinnitus, maintaining and improving the Relief app is a priority for ReSound. Since the app was launched, it has gained popularity in the app store, and ReSound wanted to explore its potential for further growth.

While their current user base was solid, ReSound wanted to better understand the app’s perceived value as well as the user experience of first discovering and exploring the app after the initial download.

Solution

Working with the Relief team, Sonar designed an app customer research study that would target people with varying degrees of tinnitus in the USA, who were not current users of the Relief app.

The study focused on different features within the app and asked participants to explore the app while giving feedback on what they found valuable and most useful.

Furthermore, Sonar recruited, interviewed and extracted key insights from over 30 study participants.

Results

The results helped validate many of the Relief product development team’s original hypotheses. They also highlighted some areas of concern for them to focus on and address before re-launching the app.

Conclusion

The Relief team at ReSound gained a much clearer understanding of the daily lives of people living with tinnitus. With rich qualitative insights, the company work was able to integrate the voice of its customers into the development process of its, making customer-inspired decisions with no delay.