Case Study: WS Audiology improves B2B portal adoption and customer experience with Shift Paradigm

WS Audiology targets 20 million people with Shift Paradigm

WS Audiology, a global leader in hearing solutions, faced challenges with the adoption and trust of its B2B provider portal. Their providers found the digital experience difficult, leading them to revert to more costly phone support. To address this business imperative, WSA engaged Shift Paradigm to conduct a comprehensive assessment of the portal and loyalty program to identify key value drivers and friction points.

Shift Paradigm performed a full CX assessment, including interviews and tech audits, to pinpoint issues like dysfunctional product filtering and confusing order flows. They provided a strategic roadmap that WSA used to prioritize improvements in navigation, order flow, and data reporting. This partnership enabled WS Audiology to build a clear plan to enhance the digital experience, modernize reporting, and ultimately increase portal adoption and trust among its providers.

WS Audiology