JES Fit Assist
Fit Assist is a visual comparison feature that empowers users to self-correct their hearing aid fit by matching it against an audiologist-recommended baseline.
Company
Jabra Hearing
Role
Lead Product Designer
Duration
2025
Context
This initiative tackled a critical onboarding and retention challenge by launching "Fit Assist," an intelligent, step-by-step visual guidance tool within the app. Designed from 0 to 1, this feature utilizes a guided smartphone camera experience ("ear selfie") alongside interactive visual overlays, allowing users to independently verify and adjust their hearing aid placement without needing an immediate audiology appointment.
Problem
A hearing aid is only as good as its physical fit; incorrect insertion drastically reduces amplification quality and causes painful acoustic feedback (whistling). However, data showed that the new customers struggled to insert their devices correctly and couldn’t tell if the fit was right.
Because they lacked a real-time feedback loop, users assumed the device was defective or ineffective. This drove an overwhelming surge in support tickets, forcing our Audiology and CX teams to schedule thousands of 1-on-1 video calls just to look at customers' ears and give basic physical adjustments. This manual intervention was incredibly costly, stalled user time-to-value, and drove up early-stage product returns.
Solution
Recognizing that an older demographic might struggle with solo smartphone photography, I designed a comprehensive preparation and onboarding sequence to ensure high-quality photo submissions. Collaborating closely with Audiology and Computer Vision engineering, we established clear parameters for what a "perfect fit" looks like. I then translated these into a highly accessible camera capture flow paired with a split-screen comparison interface that demystifies clinical guidelines into clear, actionable physical adjustments.
