Audible Unlimited

Role: UX Lead

I redesigned the experience of our newest membership modal that includes unlimited listening.

This plan allows Audible Members to listen to as many books as they want, similar to Netflix, Spotify, Hulu and more. This model is currently offered in Japan, Italy, India.

Before I began with the design, I  gathered research and information about our customers, current experiences, and pain points.

I collected customer service call information as well as emails we receive when things go wrong. I also gleaned insights from past Amazon and Audible research projects, and talked to people from India in person. My focus was on the Indian market since this would be the first country where the new experience would launch. In addition to competitive analysis of similar products and auditing similar Amazon experiences, I also did competitive analysis of similar products in India. This information helped me learn how and when our customers use our service, preconceived notions about audiobooks, and lifestyle information such has how people commute.

Two important differences in India are that commute is much more frenetic than in our other marketplaces, and customers do not have or prefer reoccurring payment methods. 

I put together a Customer Journey of our current experience to more easily see the problems at a high level. You can see from this map that there were a lot of gaps in the experience once a customer becomes a member (orange section).

Below is an experience map of the ideal state. This allowed me to identify what features are needed and what a customer might be thinking and doing in regards to Audible.

The updated Customer Journey simplifies the experience and allows customers to enjoy Audible from any computer or device. 

Below are my sketches and wireframes of the experience that were a result of my research and design studio. (This project is still WIP)