Grohe X

The Challenge

In response to the COVID-19 pandemic, all live events and showrooms needed to be replaced with a digital alternative. The core challenge was to digitally replicate the quality and feel of face-to-face interactions, including scheduling meetings with sales reps and attending product presentations.

My Role

As the UX lead, I guided the research and design efforts for this strategic pivot. My main responsibility was to identify and solve critical user pain points related to communication and information exchange within the new digital environment.

The Approach

Our strategy was built on three core principles: Be Adaptive, Ask Questions, and Communicate Trust. Following a series of in-depth user interviews, we synthesized insights to pinpoint key communication pain points. We focused on improving the user experience of two critical forms: "Book a Meeting" and the "Contact" form.

The Solution

Based on our findings, we streamlined the "Book a Meeting" form by eliminating redundant steps, providing clear instructions for the platform (Zoom), and updating the calendar to show only present and future dates. For the "Contact" form, we introduced a Designated Contact Person feature to maintain conversation history and integrated a dynamic, real-time FAQ section to ease user inquiries.

The Outcome

This UX strategy led to a 23% increase in the GROHE X Customer Retention Rate. Additionally, the project's success was recognized with a Red Dot Award in the Communication category in 2021.