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H2D – DAB Pumps

IoT water pumps management app

Evolving smart water pump management experience by designing a more efficient way for installers and end users to monitor and control water systems

Client
DAB Pumps
Industry
IoT
Market
B2B2C
Year
2023
A hand holding a phone with the H2D pump detail screen: status, flow, power and pressure readings.

CORE PROBLEM

Low engagement driven by unsupported complex workflows

Without flows built for each role, the app lost people right after setup. In particular:

  • It lacked clear segmentation of user needs between installers and end users.
  • The interaction flow wasn't optimized for efficient troubleshooting in case of technical issues.
  • User journeys were not streamlined for long-term engagement, especially needing data insights for installers and remote control efficiencies for end users.

UX DECISIONS

Interviews with installers and end users, an as-is audit and a benchmark pointed to two strategic directions:

A - One app delivers segmented flows tailored to installers and end users.

Installers

Professionals needed remote diagnostics and parameter control, the installation as their unit of work, pump level detail on demand.

End users

End users needed something closer to a product: a clear read on water and energy use, alerts and comfort functions they handle alone.

B - Simplified device setup and smart guidance through data

Simplify onboarding, then keep supporting people with insights and alerts for the life of the product. So the UX strategy was:

  • Minimize initial complexity to increase device enrollment completion providing contextual step by step guidance throughout the process.
  • Once connected, use progressive disclosure to present analytics when they are relevant.
  • Provide alerts, insights, and recommendations to drive ongoing engagement
Installer and end-user screens side by side, each with a summary of its priorities: full control for installers, comfort functions for end users.

IMPLEMENTATION

Concept design

With this foundation, I moved into concept design, sketching two distinct mental models:

one built around the installation, for professionals, one around the device, for end users. The same shell gives each role its own hierarchy, controls and feedback.

Hand-drawn wireframe flow for device setup: model selection, step-by-step guide, Wi-Fi connection and error states.

Design system foundation and construction

We set the design system foundations first: components, typography, colour tokens and interaction patterns shared by both experiences. That kept the interface coherent as flows multiplied.

The H2D screen library laid out as one system: tips, sections, home and creation flows, feedback, product detail and enrolment variants.

UI design and prototyping

The concepts became one visual system: a dashboard that changes with the role, onboarding with guidance at each step, an alert layer that brings people back.

To validate the installer side we prototyped the professional flow and tested installation management, parameter controls and diagnostics against the pain points from research.

Prototype flow for stopping Sleep mode: confirmation dialog, running state with time remaining, and the three reduction levels.

IMPACT

increase in user retention
53%
uplift in feature engagement related to end user (comfort functions)
40%

Key outcomes of this UX strategy include:

  • Reduced cognitive load by presenting only relevant controls per role.
  • Increased perceived value for installers who previously felt constrained by basic features.
  • Higher engagement due to value-added insights and not just control.
  • Encouraged daily app interaction (usage tracking, push alerts).
  • Higher first-time product installation completion rates
  • Decrease in support calls due to clearer flows

RETROSPECTIVE

  • Segmenting user flows reduced confusion and improved engagement.
  • Analytics + alerts turned passive control app into a daily resource.
  • Role-based UX increased perceived value for professionals and homeowners alike.