Cpap.com Mask Finding Reimagined

The Goal:
We need to find a way for our customers to find the perfect mask specifically chosen for their unique needs. We felt that this would lower customer returns and increase customer satisfaction and loyalty.

User Research:
CPAP.com's blog is a wealth of customer feedback. I found feedback from many customers on three different blogs about masks. Here is the raw data from the blog. From this feedback, I created two personas.

The Research Findings:

1. Fit of the mask was the customer's number one issue with CPAP therapy.
2. Most customers didn't know that there are masks that fit better based upon the following critera:
• Facial Hair
• Sleep Position
• Not causing creases in face, face distortion or eye bags
• Not causing dryness or soreness on the nose
• Mouth Breathing
• Claustrophobia
• TV Friendly
• Price Range

The Competitive Analysis:
The CPAP Shop
Analysis: No web-based solution to find the perfect mask. The user would have to know which type of mask (Nasal Pillow, Nasal, Full Face Masks, Mask Kits) to begin their search because there are no search filters.

Easy Breathe
Analysis: This mask page requires a lot of research, as there is minimal information about how the masks would fit within a users’ unique set of requirements.

CPAP XChange
Analysis: This mask page opens Viewed by Best Sellers, which assumes that customers would prefer items purchased the most by other customers. CPAPXChange doesn’t have many other filters and doesn’t take into consideration many of the users’ mask comfort concerns, like sleeping position, facial hair, and mouth breathing.

Synthesizing Research:
I met with the team to present my research findings. We all agreed that we needed a new way to present the information to the customers so that they knew what critera was important in choosing a mask. A tradition filter system on the page would not be the best solution.

The Solution:
We decided to design a tool on the CPAP mask page that would allow the customer to pick their own mask based upon their answers to a set of questions. They would also be able to browse by Mask type if they wanted.

Inspiration:
Warby Parker and Madison Reed both have popular tools to help one choose the best glasses and hair color, respectively.

Sketching:
I sketched out how the new mask tool might look on the page.

Presentation to Stakeholders:
We presented all of the research and the concept of the new mask page to the stakholders. They were very excited about the solution and we preceeded to the prototype phase.

Outcomes & Results:
We tested the prototype through usertesting.com. The users had the great feedback which we are now distilling. The tool will be launching soon.