About the project
One app, two mental models
H2D lets installers and homeowners monitor and control smart water-pump systems. The app did not support complex decision-making or ongoing use, so adoption dropped off after the initial setup. Installers and end users had very different needs, and the interface served neither well.
After in-depth interviews with both groups, an as-is analysis and a competitive benchmark, two strategic directions emerged: one app with segmented flows per role, and a simplified setup followed by smart guidance through data. They shaped every design choice that followed.
01
Flows that follow the role
Installers needed remote diagnostics and parameter control: full visibility, and complex installations that stay simple to manage in real time. For them the priority is the installation as a whole, with pump-level detail available when required.
End users needed a more product-focused experience: clear insight into water and energy consumption, plus alerts and comfort functions that help them understand their own system and cut breakdowns. From the same app shell, the two flows surface completely different hierarchies, controls and feedback loops.
02
Guidance built into the data
The experience had to simplify onboarding first, then keep supporting people over the whole product lifecycle. We reduced initial complexity to raise setup completion, with contextual step-by-step guidance, then used progressive disclosure to surface analytics when they become relevant. Alerts, insights and recommendations keep bringing people back.
Before drawing the UI we set the design system foundations: component library, typography, colour tokens and interaction patterns shared across both role-based experiences. That groundwork let the interface scale without visual drift as complexity grew.
03
Tested before delivery
To validate the installer experience we built an interactive prototype of the professional flow and tested installation management, parameter controls and diagnostic navigation before final delivery. Every screen was checked against the pain points that came out of research.
Segmenting the flows reduced confusion and raised engagement: each role only sees the controls it needs, installers stopped feeling constrained by basic features, and analytics plus alerts turned a passive control app into a daily resource. First-time setup completion went up, support calls went down.
Results
- user retention
- +53%
- end-user feature engagement
- +40%
- role-based flows, one app
- 2