JES Store
Introduced a dedicated "Store" tab in the app, providing customers with a centralized, intuitive space to discover and purchase essential accessories.
Company
Jabra Hearing
Role
Lead Product Designer
Duration
2025
Context
This initiative transformed a major operational bottleneck into a high-growth revenue channel by launching a dedicated "Store" tab within the app. Designed from 0 to 1, this new tab serves as a highly visual, lifestyle-led product billboard featuring category filter chips that allow users to seamlessly browse essential hearing aid accessories and transition to the web to complete their purchase.
Problem
Jabra Enhance Select app serves as a core touchpoint for users managing their hearing aid devices. However, we discovered a massive operational bottleneck: Customers didn’t know what accessories were available or where to get them, and were confused about how and when to order essential supplies.
While a tiny fraction self-served online, the vast majority waited until they had completely run out of essential items and then called our CX team. The issue was formally raised by the Director of Care and Operations during an app alignment meeting. Our CX team was manually fulfilling many daily calls just to order basic supplies.
This friction led to a high volume of repetitive manual tasks for the CX team. The current model was expensive, highly inefficient, and completely unscalable for the business.
Solution
The initial stakeholder request was an unfeasible 50+ SKU store with in-app payments. As design lead, I countered with a pragmatic strategy: an in-app "billboard" that routes transactions to our existing web checkout.
To drive organic demand, I formed a new cross-functional working group (Product, Audiology, Content, CX, Operations). Together, we co-created a clinically backed "Monthly Deep Cleaning Routine." This routine acted as the behavioral trigger (the why and when), while the Store tab served as the destination (the what).
I designed a premium, 0-to-1 lifestyle-led experience focused on intuitive product discovery
Key Features
Impact
Significantly reduced the 250 daily CX calls related to manual supply fulfillment. Turned the app into a high-intent discovery channel, increasing accessory revenue by 20× year-over-year.