The Product
The Watersystems app controls your GROHE Blue Home and GROHE Blue Professional water systems via your smartphone. It will not only help you during the configuration of your watersystem appliance, but will let you know when the filter or CO2 bottle will need replacing. You can easily reorder and track your past orders. You can also set up favourites for pouring water in a predefined amount and sparkling grade, and you can monitor your water consumption.
The Challenge
With this project we faced two main challenges related to primary and secondary tasks. Together, these usability problems were seriously affecting product sales.
⦿ The first challenge involved designing a seamless process for the Users to select water type, temperature, and quantity digitally. The Watersystem offers three water types (Still, Medium and Sparkling), three temperature options (4°, 80° and 100°), and an extensive range of quantity selections, up to 2 litters. For our users, managing all these choices on a digital interface proved to be overwhelming.
⦿ The second challenge was the Re-fill task. While the Watersystem required regular re-filling with new filters and CO2 bottles, this maintenance experience became a significant pain point, negatively impacting product sales. The research showed that the product wasn’t perceived as an end-to-end journey. Unfortunately this maintenance aspect had been entirely overlooked.
Our Approach
The first step was to form a cross-function team that will represent every stakeholder involved and synthesise the business requirements.
Next, we conducted thorough field research and defined our objectives. Based on these insights, we began developing our UX strategy.
⦿ The Re-Fill task
We discovered through our research on the existing product that the ordering and re-filling process posed a significant pain point for our users. They had to navigate a series of repetitive steps, including ordering and physically transporting old bottles to the closest UPS collection point in order to receive new ones. It was a tedious and time consuming process that was obviously not working. Many existing users started to dispense empty bottles and directly buy other brands. This was affecting the up-sale of consumables as well.
To address this issue, we implemented a solution, based on our research findings and the re-evaluation of the User journey.
We created a possibility for the Users to set up a Direct Debit account within the app. This account automatically places refill orders, streamlining the process. The new bottles are conveniently delivered to the user’s door by UPS, while the old ones are collected by the same delivery person.
⦿ Introducing 'Favourites'
Another discovery we made was that the users faced the challenge of managing three variables: temperature, water type, and quantity. They had to choose from three water types, three temperature options, and various quantities (up to 2 litters) which proof to be simply unjustified for the simple task to have a glass of water.
After conducting more rapid prototype user tests and comparative analysis, we arrived at a solution. The comparative analysis revealed that users were already accustomed to creating playlists of their favourites on platforms like Spotify and Netflix.
We developed pre-set scenarios as Favourites. While users still needed to configure their settings initially, they could then rely on the saved scenarios as "one-touch" action, instead of selecting them one by one every time the product was used.
⦿ Staying informed with 'Notifications'
Another important discovery that emerged from our re-fill task research was the need for Notifications. It received high scores in our Kano model testing, as it is essential for keeping users informed about servicing and re-filling due dates as well as troubleshooting.
⦿ The Design Language
When we had all the Information Architecture and User flows tested, we started designing the final layouts and preparing delivery phase documentation, like Design Language and Brand strategy.
Our Solution
⦿ Integration of Pre-set Favourite scenarios, combining in one-touch input the selection of water type, temperature and quantity.
⦿ Introduction of water and money saving statistics and live update of daily, weekly, monthly and yearly water consumption.
⦿ Integration of one cohesive Direct Debit system for a seamless ordering of re-fill bottles.
Measuring Success
⦿ Thanks to our user-centric approach, the Watersystem App Customer Conversion Rate expanded to an impressive 47% by the end of the period, compared to the previous version.
⦿ Our success was further reflected in the increased sales of refill CO2 and filter bottles, as well as Watersystem units.
⦿ In 2020 our hard work was rewarded Gold in Mobile App by Indigo. Receiving such a prestigious recognition as a team was a thrilling experience.
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