Enhancing Cochlear recipients’ experiences through inclusive research and empathy-driven insights

Cochlear

Strategic Insight And Foresight, Connected Health

Tobias was engaged by Cochlear to understand implant recipients’ experiences through inclusive research methods. We uncovered behavioural patterns, challenges, and needs. Insights from participant interviews informed actionable recommendations for the Nucleus Smart App. Additional artefacts, including behavioural archetypes and a journey map, provided a holistic view of recipients’ hearing journeys, ensuring Cochlear’s solutions truly support their diverse community of users.

Cochlear partnered with Tobias to explore the multifaceted journey of implant recipients. This included understanding their interactions with professionals, devices, and technology, alongside the adjustments required to navigate daily life and improve quality of hearing. The research needed to uncover actionable insights for product and service enhancements, while ensuring accessibility and comfort for participants throughout the process.

We conducted 14 remote interviews with Cochlear implant recipients, including adults and pediatrics from three continents. Participants represented a wide range of ages and challenges. A research protocol was developed, such as the use of captions, visual cues, and awareness of speaking pace to create a smooth and inclusive experience for all.
During the interviews, participants shared their Cochlear journeys and demonstrated how they used the Nucleus Smart App to achieve specific goals. These scenarios revealed usage patterns, pain points, and workarounds, enabling us to identify common themes and provide insights to guide product improvements.
The findings were visualised in a comprehensive journey map, detailing recipients’ interactions with the app, accessories, and support networks. The map highlighted user needs in context, offering a deeper understanding of where the app fits within their broader ecosystem. The map supports informed decision-making and was designed to evolve with further research and user knowledge.
We also developed behavioural archetypes, synthesising participant behaviours, motivations, challenges, and barriers. This approach transcended demographic distinctions, focusing instead on consistent patterns, enabling more targeted and effective ideation and evaluation.

The project delivered impactful outcomes:

• Research-based behavioural archetypes: A deeper understanding of shared behaviours and motivations to guide user-focused designs
• Journey map: A visualisation of recipients’ hearing journey, designed to inform decision-making and continuous iteration. 
• Comprehensive report: Insights into app usage behaviours and challenges across all features, offering clear recommendations for improvements.
• Empathy building: Impactful stories and anecdotes that bring the recipients’ experiences to live, helping to foster understanding and connection among stakeholders

The partnership between Cochlear and Tobias exemplified a shared commitment to understanding and improving user experiences. By combining in-depth product knowledge with user-centric research expertise, we uncovered meaningful, actionable insights that paved the way for Cochlear to refine its solutions and better support implant recipients worldwide.