Transforming India's leading home wellness brand with a completely revamped digital experience featuring intelligent help assistance
Eureka Forbes, a 40-year-old household name in water purification and home wellness solutions across India, needed to modernize their digital presence to meet evolving customer expectations. The existing website was outdated, difficult to navigate, and failed to provide the personalized assistance customers needed when researching products and services.
Over 50+ products across water purifiers, vacuum cleaners, air purifiers, and security solutions made product discovery overwhelming for customers
Customer service received 15,000+ monthly inquiries about product selection, installation, and service bookings, overwhelming support teams
Navigation was confusing, product information was scattered, and the booking process for services was cumbersome, leading to 68% cart abandonment
With 65% of traffic from mobile devices, the non-responsive design created friction and lost conversions on smartphones and tablets
An intelligent, context-aware assistance system that guides users to the right solution
Conducted extensive research with 45 customers across 6 major cities, analyzing their journey from awareness to purchase. We interviewed customer service representatives to understand common pain points and reviewed analytics data from the existing website.
Key Finding: 73% of users struggled to identify which water purifier suited their water quality and family size, leading to abandoned sessions.
45 participants across Delhi, Mumbai, Bangalore, Chennai, Kolkata, and Hyderabad
Reviewed 500+ support tickets to identify common questions and pain points
Analyzed 6 months of website data revealing drop-off points and user behavior
Reorganized the entire site structure based on customer mental models. Created intuitive product categories, simplified navigation, and established clear pathways for key user tasks like product comparison and service booking.
Key Improvement: Reduced navigation depth from 5 levels to 3 levels, making any product accessible in 2 clicks.
25 participants helped reorganize 80+ pages into logical categories
Consolidated 12 menu items into 6 clear categories with mega menus
Implemented smart search with filters, autocomplete, and popular queries
Created low-fidelity wireframes for all key pages and user flows, then developed interactive prototypes to test with users. Special attention was given to the "How can I help you?" widget and its various contextual states.
Key Innovation: The help widget showed different options based on page context - product pages showed comparison tools, while service pages highlighted booking options.
Created 3 rounds of wireframes with progressive refinement based on feedback
Built clickable prototypes in Figma for 8 key user journeys
Tested prototypes with 20 users, achieving 92% task completion rate
Created a modern, clean visual design system that maintained Eureka Forbes' brand identity while feeling fresh and contemporary. Worked closely with developers to ensure pixel-perfect implementation and smooth interactions.
Design System: Built a comprehensive component library with 150+ reusable components for consistent experience across all pages.
150+ components including buttons, cards, forms, and navigation patterns
Designed for 5 breakpoints ensuring perfect experience on any device
Detailed specs, animations, and interaction guidelines for development team
Complete restructuring of Eureka Forbes' digital ecosystem - reducing navigation complexity from 5 levels to 3 levels
From low-fidelity concepts to polished high-fidelity designs - see the evolution of key screens and user flows
Interactive quiz that asks about water quality, family size, and usage patterns to recommend the perfect water purifier in under 2 minutes.
Streamlined 3-step booking flow for installation, maintenance, and repair services with real-time slot availability and instant confirmation.
Side-by-side comparison tool with clear feature breakdowns, helping customers make informed decisions between similar products.
Map-based interface showing nearby stores, experience centers, and service points with directions, hours, and contact information.
Built-in financing calculator showing monthly payment options with different tenure and down payment combinations.
Real-time order status with delivery tracking, installation scheduling, and proactive notifications via SMS and email.
"The new website has completely transformed how customers interact with our brand. The 'How can I help you?' feature alone has reduced our support burden significantly while improving customer satisfaction. It's exactly what we needed."
The success of the "How can I help you?" widget proved that context-aware assistance is far more valuable than generic help. By showing relevant options based on where users are and what they're trying to do, we made help feel truly helpful.
While we introduced new features, the biggest wins came from simplifying existing processes. Reducing the service booking from 7 steps to 3, and making product comparison effortless had more impact than any flashy new feature.
With 65% mobile traffic, designing mobile-first wasn't optional. The constraints of mobile screens forced us to prioritize ruthlessly, which improved the desktop experience too. Every element had to earn its place.
Explore my other case studies showcasing user-centered design solutions across various industries.