myCochlear – Designing a new service for patients, audiologists, and Cochlear

myCochlear™ gives access to secure, personalised information, tools and support resources and online store to help you make the most of your hearing life with Cochlear.

What is myCochlear™

myCochlear™ gives access to secure, personalised information, tools and support resources and online store to help you make the most of your hearing life with Cochlear.

Problem

In 2012, I was approached by Cochlear to help them with a business proposition. They were, at that stage, primarily a manufacturer of hearing devices for the profoundly hearing impaired.

But after a period of global analysis within the business (before I joined), they uncovered that their primary customer, audiologists, who sold Cochlear’s hearing devices to the end-user (recipients), were being overwhelmed with the support requirements of not only the first time users but support through the full customer life-cycle of a cochlear hearing device recipient.

My role was to help alleviate the pressure on the businesses customer, whilst providing the tools and frameworks to the patients themselves to improve their overall experience.

To view a full case study on this project, please get in touch.

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