Kind App 2.0

Mobile App

Background

Especially for people who are getting a hearing aid for the first time, the transition can be a lengthy and exhausting experience. Together with KIND, we developed the KIND app to provide these groups of people with ideal support and excellent customer service.

Key insights & Challenges

Adjusting to a hearing aid can be overwhelming, especially for first-time users. Based on interviews with audiologists and people who wear hearing aids, as well as a mapped-out user journey, we identified a clear opportunity to design an app that guides users through this challenging phase.

Late Adoption: Many first-time users live with hearing loss for years before seeking help, making the initial adjustment more difficult.
Lack of Vocabulary: Users often struggle to articulate what feels “off” in a given hearing situation, which makes fine-tuning more complex.
Social Stigma: Hearing aids still carry a stigma, and emotional barriers can make acceptance and daily use harder, especially early on.
Expectations vs. Reality: Some users expect instant results or a return to their “old” hearing, leading to frustration when reality doesn’t match expectations.
Technical Complexity: Understanding and adjusting hearing aid settings can be confusing, especially without prior experience or clear guidance.
Adjustment Period: Users can test hearing aids for several weeks before making a purchase. This trial period — often lasting up to two months — is critical for satisfaction and long-term acceptance.
Digital Literacy: While hearing loss affects all age groups, our primary user group is over 60. This requires an intuitive UI, clear visual cues, and larger touch areas to accommodate varying levels of digital comfort.

Solution

Based on insights from multiple focus groups and iterative prototyping, we designed and developed the KIND App alongside an in-store companion app for audiologists. Alpha and beta versions were tested in selected KIND stores across Germany, providing valuable feedback that shaped the final rollout. In parallel to the KIND app, an in-store tablet app was developed that allows audiologists to access the user’s hearing diary in advance, enabling more personalized and efficient appointment preparation, as well as a higher customer satisfaction.

The dynamic home for different user phases.

Dynamic Home Screen: The app’s home screen adapts to the user’s current stage in the hearing journey — from initial contact and adjustment to daily use and reactivation. This ensures that the most relevant information is always front and center. The hero dynamically displays the user's next best action for example making an appointment with the store, product information about the hearing aid after receiving it or reminder for appointments or cleaning routines.

Diary entries, their detail page and helpful advice

Hearing Diary & Personalized Tips: To help users adjust to their new hearing aids, the app encourages them to log different hearing situations they experience throughout the day. After each entry, a personalized tip is shown to help improve future listening in similar contexts.

screenshot of the product page and video tutorial

Product Information & Guides: Users can find all relevant details about their hearing aid directly in the app. In addition to the user manual, there’s a learning section with step-by-step guides on usage and care. Matching accessories and additional resources can also be explored and purchased here.

screenshots displaying the appointment booking process

Store Communication & Appointments: The app notifies users when it’s time to book a follow-up and makes scheduling appointments with their KIND store quick and simple.