The Problem
The Watersystems app faced two critical usability issues that were negatively impacting product sales. The first challenge was an overwhelming user interface for selecting water type, temperature, and quantity. The second was a complex and frustrating re-filling process for filters and CO2 bottles.
My Role
As the UX lead, my primary role was to lead a cross-functional team in identifying these pain points. I was responsible for conducting and synthesizing user research to inform our UX strategy and develop solutions that would streamline the user experience and increase sales.
The Approach
Our approach involved conducting thorough research and user testing to understand the core frustrations. We discovered that managing multiple settings for a simple glass of water was overwhelming for users. Furthermore, the manual and tedious process of re-filling bottles was causing users to abandon the product entirely.
The Solution
To solve these problems, we introduced a "Favorites" feature, allowing users to save their preferred water settings for one-touch access. For the re-fill task, we implemented a seamless subscription model with a direct debit system, where new bottles are automatically delivered and old ones are collected, eliminating the hassle of manual reordering.
The Outcome
This user-centric approach led to a significant increase in the Watersystem App's customer conversion rate of 47%. It also resulted in higher sales of both the main Watersystem units and the consumable refill bottles. The app's design was further recognized with a Gold in Mobile App award from Indigo in 2020.
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