KIND
App as a digital companion strengthens customer retention and increases Customer Lifetime Value
Fewer drop-offs in the buying journey
The app supports customers during the fitting of their hearing aids, reducing drop-offs in the most critical phase of the purchase process.
More confidence and satisfaction in everyday life
Customers feel more confident and better supported during the fitting because the app accompanies them with a hearing journal and personalised guidance.
Noticeable relief at the specialist shop
The app streamlines processes and improves the quality of advice, because recurring questions and care guidance are covered digitally, relieving audiologists.
Accessible design for everyone
Plain language and simple controls make the app accessible, audited against current WCAG standards.
KIND, a family-run hearing care and optician business with over 700 stores in twelve countries, wanted to better support customers as they adjusted to their first hearing aids. DAYONE developed the KIND App to do just that, with guided onboarding, a hearing diary, care routines and an accessible UX/UI design in line with WCAG standards. Drop-out rates during the buying process fell by 40 per cent, and 90 per cent of customers now feel more confident and better supported.
- Client
- KIND · over 700 stores, twelve countries
- Industry
- Hearing care / medical technology
- Services
- Conversion Optimization · Analysis & Research · UX/UI design · Accessibility audits · Design System
- Outcome
- 40 % fewer drop-offs, 90 % feel more confident, colour contrast at WCAG level AAA
Starting point
Customers of KIND were often on their own between appointments at the specialist shop when adapting their first hearing aids, with open questions about operating and caring for the devices.
Confident start: Guided onboarding and clear learning content
The KIND App makes it easier to get started with hearing aids thanks to a clearly structured onboarding and model-specific Educational Content. Users are led through their first use step by step, receiving individual tips and clear explanations. That builds confidence, reduces uncertainty and makes getting started easier.
Digital support for a seamless hearing aid fitting
The app supports customers in the critical phase of the hearing aid fitting, right where everyday life begins and questions arise. With the hearing journal and personalised reminders, users and the specialist shop coordinate better. Adjustments become simpler and more personalised, increasing satisfaction.
More service convenience: Care routines and appointment booking via the app
The KIND App reliably reminds users of important care routines and enables easy booking of service appointments, anytime and anywhere. This keeps the hearing aids functioning, relieves audiologists, and gives customers a continuously supported service.
![Smartphone screen with service appointment details for a cleaning and function check on [date] in [city], including address, time, duration and buttons to reschedule or cancel.](/assets/img/r/1m5AZkPAmTEj5XuBqGicV4WT0eU-1200.webp)
Central interface of the omnichannel strategy
The KIND App is a central component of the omnichannel strategy, connecting digital and physical touchpoints into a seamless customer experience. As a digital interface, the app extends the personal consultancy at the specialist shop with fitting support, care routines and appointment booking. From first awareness to recommendation, from Unaware through Consideration and Onboarding to Loyalty and Advocacy, the app supports the entire customer journey. That strengthens customer loyalty and competitiveness.
Accessible design for the best possible user experiences
With DAYONE’s user-centred UX/UI approach, the KIND App is intuitive and low-barrier by design, audited against current WCAG standards. Since June 2025, the Barrierefreiheitsstärkungsgesetz (BFSG) has applied to digital products. A screen redesign raised colour contrast from 2.42 to 7.13, achieving WCAG level AAA.
Outcome
-40 %
Drop-offs during the buying phase of the hearing aid fitting
Measurement method not specified
90 %
Customers who feel more confident and better supported
Measurement method not specified
7.13 (WCAG AAA)
Colour contrast in the accessible screen redesign
Baseline: 2.42
Measurement method not specified
The app is audited against current WCAG standards and designed to minimise barriers, in order to meet the requirements of the Barrierefreiheitsstärkungsgesetz in force since June 2025.
Our contribution to the development of the KIND app
With our design and consulting standard DIaaS® (Design Innovation as a Service), we combine collaborative workflows, strategic thinking, and user-centered design to create tailored, future-proof solutions.
Analysis & Research
In-depth investigation of customer needs as a basis for user-centred app development.
UX/UI Design
Designing an intuitive and accessible customer experience according to modern UX/UI principles for maximum user-friendliness.
Accessibility audits
Conducting accessibility checks to ensure compliance with legal requirements and inclusive use.
Design System Development
Extension of the digital style guide to a flexible design system for consistent and efficient further development of the app.
Frequently asked questions
How is a companion app for hearing aid fitting designed?
The approach starts with the questions and uncertainties that typically arise in each phase of the fitting, from initial onboarding to aftercare. Functions like a hearing journal or personalised reminders come out of this analysis, not from a generic feature list.
How does an app remain relevant after launch instead of ageing quickly?
A design system allows new functions and content to be added without rebuilding the app each time. For the KIND App, DAYONE extends the existing style guide into a flexible design system that can accommodate further learning content and services.
What role does the Barrierefreiheitsstärkungsgesetz (BFSG) play in app development?
Since June 2025, the BFSG has required digital products to be accessible. An accessibility audit checks contrast, operability and language against WCAG criteria and provides concrete adjustments, as implemented in the KIND App.
How does an app connect digital and in-person consultancy across a large branch network?
The app complements in-person consultancy at the specialist shop with digital services such as appointment booking and care reminders, rather than replacing it. With a network of over 700 specialist shops in twelve countries, this keeps the on-site consultancy consistent, while digital touchpoints cover everyday life between appointments.
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