Resmed
Services
1.1 Understanding the problem
We began by auditing session recordings and analytics to uncover where users hesitated, clicked in frustration, or dropped out entirely.
This research revealed:
Sifted through 4 of Customer screen recording videos and analytics to catch every pause, rage-click, and drop-off.
Choosing products feels overwhelming
Shoppers keep opening the mask-size chart to double-check, then stall.
Accessories are added, removed, and added again while they try to decide.
Some tap the total price, hoping it will explain what’s included or why the cost changed.
Making changes (and knowing they worked) is tricky
Address and payment fields look editable, but they’re actually locked until you find a small “Edit” button.
Those buttons hide inside tiny overflow menus, so people bounce back and forth searching for them.
After clicking “Pause,” “Save,” or a price badge, nothing pops up to say “Done,” leaving users unsure if anything happened.
1.2 Journey-mapping validation
We traced the subscription flow screen by screen, layering in pain points from session replays and analytics to pinpoint where users stumble. Six key friction zones emerged—each with a straightforward MVP fix:
Each of these spots became a targeted quick-win in our MVP roadmap.
1.3 Design Solutions
Guiding users seamlessly from start to finish
The revamped journey feels like a guided tour: expectations are set up-front, each screen asks for just one decision, and no secondary promos break the rhythm. Supportive details stay within reach but never steal focus, so shoppers move through each step confidently—and reach checkout much faster.
2.1 Understanding the problem
We started with two reality checks: a sweep of Customer Care Centre feedback and client-supplied user feedback, then a quick UI audit to see where the account experience breaks down.
Payment Clarity
Users can’t see their current balance or next charge date at a glance.
Flexible Repayment
A recent system change forces weekly payments. Many customers want fortnightly or monthly schedules to match their pay cycle.
Easy Records
Weekly invoices must be downloaded one by one. For multi-year plans that means 100+ extra downloads, adding needless admin.
Drop Control
Customers struggle to find the date of their next equipment shipment—or cancel, postpone, or bring it forward.
Seperate the mixed order types
Purchase orders and subscription drops look identical in the current “My Orders” list, so users can’t tell which is which.
These five pain points set the brief for the redesign: make balances, schedules, records, deliveries, and order types instantly clear and easy to manage.
2.2 Solutions
One-stop hub for orders, subscriptions & account details
Our audit showed the “My Account” area scattered key tasks across seven tabs and too many clicks. The redesign merges, labels, and streamlines everything into one clear flow.
Next Step,
With ResMed’s brand refresh now launched, our goal is to fully integrate the updated identity into the subscription experience by August 2025. Here’s how we’ll get there:
System & Assets
Migrate to the refreshed header, typography, and color tokens.
Publish a unified Figma library for all components.
Phased rollout
AU launch (Aug 2025): Release the new builder + dashboard on resmed.com.au.
Global rollout: Extend updates to US and regional sites, adapting local content.
Measurement & iteration
Define KPIs (conversion rate, task time, support volume) at AU launch.
Track analytics and run in-product surveys to validate UX improvements.
By anchoring our technical build in the new brand system and phasing the release by region, we’ll ensure a smooth transition for users and stakeholders alike—setting the stage for a fully unified ResMed experience worldwide.
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