Water.com
Modernizing a category leader through strategy-led UX, unifying complex user journeys into a streamlined, customer-first digital experience.
We led the UX transformation for Water.com following a major brand merger, simplifying a complex commerce and self-service ecosystem into a clear, intuitive customer experience.
The resulting experience balanced enterprise complexity with usability and scalability, earning a W3 Gold Award for excellence in user experience and design.
Key
Improvements
A strategic, research-driven approach that prioritized user needs while building a scalable foundation for future growth.
- •Unified customer journeys across delivery, exchange, and filtration services
- •Strategy-led information architecture that simplified a previously fractured ecosystem
- •Customer-first self-service flows that reduced support load
- •Design system established for long-term, multi-team velocity
- •Mobile-first commerce patterns optimized for repeat-purchase behaviors
- •Accessibility and performance pass that lifted Core Web Vitals across the site
A brand merger of this scale meant aligning two distinct user bases on a single platform. The UX work focused on making that consolidation feel like an upgrade for every customer — not a compromise for either.
