Overview

A study was conducted to understand how users set up, put on, and fit a pair of headphones.

Challenge

As a product is further along the development cycle, there are prototypes available to conduct a whole product onboarding and setup experience. This is the case with Bose’s in-ear headphones (i.e. earbuds). One of the goals was to determine how many users download the app, and if so, what led them to download the app (e.g. the user manual, the voice prompt, or a notification). Some of the other goals were to assess participants’ ability to perform capacitive touch controls on the product, as well as how participants put on and fit the headphones in their ears using different sized ear tips.

Process

Recruitment

Participants were non-Bose (external) employees recruited from the Bose User Research Participant panel. Participants were users of headphones, Bluetooth devices, and iPhones. 

Methodology

Participants were asked to set up the headphones. Once they indicated that they set up the headphones, they were asked to perform tasks using the touch controls. Participants were exposed to certain aspects of the setup process if they did not experience it (e.g. did not download the app, skipped over the fitment or touch control section of the app). They were then asked to provide feedback on their setup experience. 

To maximize the ability to refine the overall setup experience, this study took an iterative approach. Over the course of several days of data collection, stakeholders were given daily highlights of the results in order for them to make iterative changes on the setup materials to test the next day. 

Analysis

The frequency of app downloads was recorded, as well as the success rates of the touch controls. The success of the fit of the earbuds was also assessed based on criteria established by the engineering team.

Outcomes

The daily highlights enabled the team to make several iterative changes and further refine the user manual and app within a short amount of time. Furthermore, the frequency of app downloads was identified and did not require further investigation. A follow-up study was conducted that focused on instructing users the proper way to put on and size the headphones.