From Survival to Top-of-Mind: Transforming an Electric Water Heater Company Through Design Thinking — A Design Thinking Case Study

Shah Mohammed
21 min readMay 9, 2024

In the heart of a bustling city, a small electric water heater company has been diligently serving its customers for the past fifteen years. Despite its dedication to quality and reliability, the company has faced numerous challenges in an increasingly competitive market. While it has managed to gain some brand recognition, it has struggled to become a top-of-mind choice for consumers seeking electric water heating solutions.

The company’s current situation is one of survival, with sales barely keeping the business afloat. The management team recognizes that to achieve long-term success and secure a prominent position in the market, they must take decisive action. They have identified the need for a complete revamp of their product line, aiming to differentiate themselves from competitors while maintaining cost-effectiveness.

To accomplish this ambitious goal, the company has turned to the power of design thinking. By embracing this innovative approach, they hope to gain a deeper understanding of their target market, identify untapped opportunities, and create a product line that not only meets but exceeds customer expectations. The journey ahead is challenging, but with the right strategies and a customer-centric mindset, the company is determined to transform itself from a struggling survivor to a top-of-mind brand in the electric water heater industry.

01 Research Phase: Understanding the Market and Customer Needs

To begin the design thinking process, the electric water heater company embarked on a comprehensive research phase. The primary objectives of this phase were to gain a deep understanding of the target market, identify customer needs and preferences, and uncover potential areas for differentiation and innovation.

1.1 Market Analysis

The company conducted a thorough analysis of the electric water heater market, examining key factors such as market size, growth rate, market segmentation, and competitive landscape. They identified the major players in the industry, assessed their market share, and analyzed their product offerings, pricing strategies, and unique selling propositions. This analysis provided valuable insights into the overall market dynamics and helped the company identify potential gaps and opportunities.

1.2 Customer Surveys and Interviews

To gain a deeper understanding of customer needs and preferences, the company conducted a series of surveys and interviews with both existing and potential customers. They reached out to a diverse range of consumers, including homeowners, builders, and plumbers, to gather insights from different perspectives.

The surveys focused on gathering information about customer demographics, purchasing behaviours, product preferences, and pain points. The company asked questions related to factors influencing purchase decisions, such as price, energy efficiency, durability, and ease of installation. They also inquired about customers’ experiences with existing electric water heater brands, their satisfaction levels, and any unmet needs or desires.

In addition to surveys, the company conducted in-depth interviews with a select group of customers to gain more detailed and nuanced insights. These interviews allowed the company to delve deeper into customer stories, understand their lifestyles and routines, and uncover any latent needs or frustrations.

1.3 Field Observations and Ethnographic Research

To supplement the surveys and interviews, the company also engaged in field observations and ethnographic research. They visited customers’ homes to observe how they interacted with their electric water heaters, noting any challenges or inconveniences they faced. They also shadowed plumbers and installers to understand the installation process and identify any potential areas for improvement.

Through these observations, the company gained valuable insights into the real-world context in which their products were used. They identified common pain points, such as difficult installation processes, limited space constraints, and inefficient energy consumption. They also observed how customers used their water heaters throughout the day, noting peak usage times and any specific requirements for different household sizes and lifestyles.

1.4 Competitive Benchmarking

To assess their competitive position and identify opportunities for differentiation, the company conducted a benchmarking analysis of their competitors’ products. They evaluated the features, specifications, pricing, and customer reviews of rival electric water heater brands.

Through this analysis, the company identified the strengths and weaknesses of its competitors’ offerings. They noted any unique features or innovations that set certain brands apart, as well as any common shortcomings or customer complaints. This information helped the company understand where they could improve their own product line and how they could differentiate themselves in the market.

The research phase provided a solid foundation for the subsequent stages of the design thinking process. Armed with a deep understanding of the market, customer needs, and competitive landscape, the company was well-positioned to define the problem statement and objectives for its product line revamp.

02 Research Insights

The extensive research conducted by the electric water heater company yielded several critical insights that went beyond the common concerns addressed by competitors. These insights highlighted opportunities for next-level innovation and differentiation in the market.

2.1 Connected and Intelligent Living

The research revealed a growing desire among customers for connected and intelligent home appliances. Customers expressed interest in water heaters that could integrate seamlessly with their smart home ecosystems, offering features such as remote monitoring, voice-activated controls, and predictive maintenance. This insight suggested that developing a smart, IoT-enabled water heater system could be a key differentiator for the company.

2.2 Personalized and Adaptive Experiences

Customers expressed frustration with the one-size-fits-all approach of many water heater brands. They desired solutions that could adapt to their unique household needs, usage patterns, and preferences. This insight highlighted the opportunity for developing a modular and customizable water heater system that could offer personalized experiences and cater to a wide range of customer requirements.

2.3 Sustainable and Eco-Friendly Living

The research indicated a growing concern among customers about the environmental impact of their home appliances. Customers sought water heaters that not only reduced energy consumption but also incorporated sustainable materials and manufacturing processes. This insight emphasized the potential for differentiation through the development of eco-friendly water heating solutions that could appeal to environmentally conscious consumers.

2.4 Convenience and Peace of Mind

Customers expressed a strong desire for water heaters that could offer hassle-free ownership and peace of mind. They sought solutions that could minimize maintenance requirements, prevent breakdowns, and provide proactive support. This insight suggested that developing a maintenance-free water heater with advanced self-cleaning technology and value-added services could be a significant differentiator for the company.

Based on these insights, the company identified four distinct customer personas that would guide their innovation efforts:

  • The Personalization Seeker: These customers value products that can adapt to their unique preferences and needs. They seek water heaters that can learn from their usage patterns, optimize performance accordingly, and provide customized experiences. They are willing to invest in technologies that can anticipate their needs, save energy, and enhance their comfort and convenience.
  • The Smart Home Enthusiast: These customers are early adopters of connected home technologies and seek seamless integration of their appliances with their smart home ecosystems. They value features such as remote monitoring, voice-activated controls, and predictive maintenance alerts. They are willing to invest in cutting-edge solutions that can enhance their living experience and provide them with greater control and convenience.
  • The Eco-Conscious Innovator: These customers prioritize environmental sustainability and seek innovative solutions that can minimize their ecological footprint. They are interested in water heaters that incorporate eco-friendly materials, utilize renewable energy sources, and employ sustainable manufacturing processes. They are willing to pay a premium for products that align with their values and contribute to a greener future.
  • The Busy Modern Family: These customers lead hectic lives and value solutions that can simplify their daily routines and provide peace of mind. They seek water heaters that are reliable, low-maintenance, and easy to use. They appreciate features such as self-cleaning technology, proactive maintenance alerts, and extended warranties. They are willing to invest in products that can offer them convenience, durability, and hassle-free ownership.

2.5 Inputs for Ideation

Based on the research insights and customer personas, the electric water heater company identified several key inputs for the ideation phase:

  • Developing adaptive and learning technologies that can personalize the water heating experience based on user preferences and usage patterns.
  • Exploring IoT and smart home integration opportunities to create a connected and intelligent water heater system that can anticipate user needs and optimize performance.
  • Investigating advanced data analytics and machine learning algorithms to enable predictive maintenance, energy optimization, and customized user experiences.
  • Developing modular and customizable design concepts that can adapt to diverse household needs and preferences, allowing users to tailor their water heating solutions.
  • Investigating sustainable materials, manufacturing processes, and eco-friendly features to appeal to environmentally conscious consumers and contribute to a greener future.
  • Brainstorming self-cleaning technologies, predictive maintenance systems, and value-added services to enhance convenience, reliability, and peace of mind for busy families.
  • Identifying potential partnerships and collaborations with smart home platforms, renewable energy providers, and green technology innovators to create a holistic and differentiated offering that meets the diverse needs of modern customers.

By focusing on these areas during the ideation phase, the company aimed to generate innovative and disruptive ideas that could set them apart from competitors and redefine the electric water heater market. The insights and personas developed during the research phase would serve as a guiding framework, ensuring that the ideation efforts remained aligned with the evolving needs and aspirations of the target customers.

03 Ideation Phase: Generating Innovative Solutions

Armed with valuable insights and customer personas from the research phase, the electric water heater company embarked on an intensive ideation process. The goal was to generate groundbreaking ideas and concepts that could revolutionize the electric water heater market and position the company as a leading innovator in the industry.

3.1 Cross-Functional Ideation Workshops

The company organized a series of ideation workshops that brought together cross-functional teams from various departments, including engineering, design, marketing, and customer service. These diverse perspectives ensured that the ideation process was holistic and considered all aspects of the product development lifecycle.

The workshops were facilitated by experienced innovation consultants who guided the teams through structured ideation techniques such as brainstorming, mind mapping, and lateral thinking exercises. These techniques encouraged participants to think outside the box, challenge assumptions, and explore unconventional ideas.

3.2 Ideation Themes and Focus Areas

To ensure that the ideation efforts remained aligned with the research insights and customer personas, the company identified several key themes and focus areas for the workshops:

3.2.1 Personalized and Adaptive Experience: The teams brainstormed ideas for creating water heaters that could learn from user behaviour, adapt to individual preferences, and provide customized experiences. They explored concepts such as smart algorithms that could predict usage patterns, adjust water temperature based on user profiles, and optimize energy consumption based on household size and lifestyle. The goal was to develop water heaters that could anticipate and cater to the unique needs of each customer, providing unparalleled comfort and convenience.

3.2.2 Smart Connectivity and IoT Integration: The teams explored ideas for integrating advanced IoT technologies and smart home platforms into the water heater system. They brainstormed features such as remote monitoring, voice-activated controls, and predictive maintenance alerts that could enhance the user experience and provide added value to customers. The integration of smart connectivity would enable users to control and monitor their water heaters effortlessly, while also allowing the system to optimize performance based on real-time data and user feedback.

3.2.3 Modular and Customizable Design: The teams ideated on modular and customizable design concepts that could adapt to diverse household needs and preferences. They explored ideas for interchangeable heating elements, expandable storage tanks, and flexible installation configurations that could offer personalized solutions to customers. The modular design would allow users to tailor their water heaters to their specific requirements, whether it be for a small apartment or a large family home, ensuring optimal performance and efficiency.

3.2.4 Sustainable and Eco-Friendly Innovations: The teams brainstormed ideas for incorporating sustainable materials, eco-friendly manufacturing processes, and renewable energy technologies into the water heater design. They explored concepts such as solar-powered heating, biodegradable insulation, and recycled components that could appeal to environmentally conscious consumers. The focus on sustainability would not only reduce the ecological footprint of the water heaters but also provide cost savings to customers through reduced energy consumption and longer product lifespan.

3.2.5 Self-Cleaning and Maintenance-Free Technology: The teams ideated on advanced self-cleaning technologies and maintenance-free features that could enhance convenience and peace of mind for customers. They explored ideas such as automatic descaling systems, corrosion-resistant materials, and smart diagnostic tools that could prevent breakdowns and extend the lifespan of the water heater. The self-cleaning and maintenance-free features would eliminate the hassle of regular upkeep, saving customers time and money while ensuring optimal performance and reliability.

3.3 Ideation Outputs and Concept Selection

The ideation workshops generated a wide range of innovative ideas and concepts that had the potential to disrupt the electric water heater market. The teams documented and visualized these ideas using sketches, diagrams, and rough prototypes.

After the workshops, the company conducted a rigorous evaluation and selection process to identify the most promising concepts for further development. The selection criteria included factors such as technical feasibility, market potential, differentiation, and alignment with the company’s strategic objectives.

Through this process, the company shortlisted three breakthrough concepts for the next phase of development:

  1. “SmartFlow”: A fully connected and intelligent water heater system that integrates with smart home platforms, offers predictive maintenance, voice-activated controls, and energy optimization features, while also providing personalized and adaptive experiences based on user behavior and preferences.
  2. “EcoModular”: A modular and customizable water heater that allows customers to configure their system based on their specific needs and preferences, with a focus on sustainable materials, eco-friendly technologies, and energy efficiency.
  3. “PuraTech”: A self-cleaning and maintenance-free water heater that incorporates advanced filtration, automatic descaling, and corrosion-resistant materials to provide hassle-free ownership, extended product lifespan, and optimal performance.

These concepts represented a significant departure from the conventional electric water heater designs and had the potential to redefine the industry standards. They embodied the company’s vision of creating next-level innovations that could meet the evolving needs of modern customers, providing personalized, sustainable, and convenient solutions that set the brand apart from competitors.

4.0 Prototyping and Testing Phase: Bringing Ideas to Life

With the three breakthrough concepts selected from the ideation phase, the electric water heater company moved into the prototyping and testing phase. The goal was to transform these ideas into tangible prototypes, gather user feedback, and iteratively refine the designs to ensure they met customer needs and expectations.

4.1 Low-Fidelity Prototyping

The company began by creating low-fidelity prototypes for each of the three concepts: “SmartFlow,” “EcoModular,” and “PuraTech.” These initial prototypes were simple, non-functional models that focused on the core features and user interactions of each concept.

For “SmartFlow,” the team created paper sketches and wireframes that illustrated the user interface and key functionalities of the connected water heater system. They mocked up screens for remote monitoring, voice-activated controls, energy optimization settings, and personalized user profiles. The team also explored how the system could learn from user behavior and adapt to individual preferences, such as preferred water temperature and usage patterns.

For “EcoModular,” the team built rough physical models using cardboard and foam board to represent the modular components and customizable configurations of the water heater. They experimented with different sizes, shapes, and layouts to explore the ergonomics and usability of the design.

For “PuraTech,” the team created 3D renderings and animations that showcased the self-cleaning and maintenance-free features of the water heater. They visualized the advanced filtration system, automatic descaling mechanism, and corrosion-resistant materials to communicate the benefits of the concept.

4.2 User Testing and Feedback (Low-Fidelity)

The low-fidelity prototypes were presented to a diverse group of potential customers, including homeowners, contractors, and facility managers. The company conducted a series of user testing sessions to gather initial feedback and insights on the concepts.

During these sessions, users were asked to interact with the prototypes, provide their thoughts and opinions, and share any concerns or suggestions they had. The team observed user behaviour, noted any challenges or confusion, and solicited ideas for improvement.

The feedback from the low-fidelity testing was largely positive, with users expressing enthusiasm for the innovative features and potential benefits of each concept. However, there were also some valuable insights and critiques that helped the team identify areas for refinement.

For “SmartFlow,” users appreciated the convenience of remote monitoring, voice-activated controls, and personalized experiences. They were excited about the prospect of a water heater that could learn from their behavior and adapt to their preferences. However, they also raised concerns about data privacy and the reliability of the connected system. They suggested adding more transparent privacy controls, failsafe mechanisms to ensure uninterrupted hot water supply, and clear explanations of how the personalization features would work.

For “EcoModular,” users loved the flexibility and customization options but questioned the ease of installation and the potential cost implications. They recommended developing clear installation guidelines and exploring cost-effective manufacturing processes to make the system more accessible to a wider range of customers.

For “PuraTech,” users were impressed by the self-cleaning and maintenance-free features but expressed skepticism about the long-term effectiveness and durability of the technology. They suggested conducting more rigorous testing and providing clear performance guarantees to build trust and confidence in the product.

The low-fidelity prototyping and testing phase provided valuable insights and feedback that would guide the refinement and development of the concepts in the subsequent high-fidelity prototyping stage. The team was particularly excited about the potential of “SmartFlow” to offer personalized and adaptive experiences, and they were determined to address the privacy and reliability concerns raised by users to create a truly innovative and user-centric product.

4.3 High-Fidelity Prototyping

Based on the feedback and insights from the low-fidelity testing, the company proceeded to create high-fidelity prototypes for each concept. These prototypes were more sophisticated, functional models that closely resembled the final product.

For “SmartFlow,” the team developed a working prototype of the connected water heater system, complete with a fully functional user interface and integrated IoT capabilities. They incorporated the suggested privacy controls and failsafe mechanisms to address user concerns. Additionally, they implemented advanced algorithms and machine learning capabilities to enable personalized and adaptive experiences. The prototype could learn from user behavior, adjust water temperature based on individual preferences, and optimize energy consumption based on usage patterns.

For “EcoModular,” the team built a full-scale prototype of the modular water heater using the actual materials and components envisioned for the final product. They optimized the design for ease of installation and explored cost-saving manufacturing techniques to make the system more affordable.

For “PuraTech,” the team created a functional prototype of the self-cleaning water heater, incorporating the advanced filtration system, automatic descaling mechanism, and corrosion-resistant materials. They conducted extensive performance tests to validate the effectiveness and durability of the technology.

4.4 User Testing and Feedback (High-Fidelity)

The high-fidelity prototypes were subjected to another round of user testing, this time with a larger and more diverse group of participants. The company conducted in-depth user interviews, usability tests, and field trials to gather comprehensive feedback on the refined concepts.

The feedback from the high-fidelity testing was overwhelmingly positive, with users expressing strong interest and enthusiasm for the innovative features and benefits of each concept. The refinements made based on the low-fidelity feedback had effectively addressed user concerns and enhanced the overall user experience.

For “SmartFlow,” users were thrilled with the personalized and adaptive experiences offered by the system. They praised the intuitive user interface, robust privacy controls, and seamless integration with their existing smart home systems. Users appreciated how the water heater could learn from their behaviour and automatically adjust settings to meet their preferences, providing unparalleled comfort and convenience. They also valued the peace of mind provided by the failsafe mechanisms and the potential for significant energy savings through optimized consumption.

For “EcoModular,” users commended the ease of installation and the versatility of the modular design. They valued the ability to customize their water heater to their specific needs and appreciated the eco-friendly materials and technologies used in the product.

For “PuraTech,” users were impressed by the flawless performance and maintenance-free operation of the self-cleaning water heater. They expressed confidence in the long-term durability and reliability of the technology, backed by the company’s strong performance guarantees.

The high-fidelity prototyping and testing phase validated the success of the refined concepts, particularly the personalized and adaptive experiences offered by “SmartFlow.” Users were excited about the prospect of having a water heater that could anticipate their needs, learn from their behaviour, and provide customized comfort and convenience. The positive feedback and enthusiasm from users gave the company confidence in the market potential and value proposition of their innovative product line.

4.5 Iterative Refinement and Final Prototypes

Based on the feedback and insights from the high-fidelity testing, the company made final refinements to each concept, fine-tuning the designs, features, and user experiences. They incorporated minor tweaks and enhancements to optimize the performance, usability, and aesthetics of the prototypes.

After several iterations, the company arrived at the final prototypes for “SmartFlow,” “EcoModular,” and “PuraTech.” These prototypes represented the culmination of the design thinking process, embodying the best ideas, insights, and innovations generated throughout the journey.

The final prototypes were not only technically advanced and user-centric but also visually stunning and emotionally engaging. They conveyed the company’s brand values of innovation, sustainability, and customer-centricity, setting them apart from the competition.

With the final prototypes in hand, the company was ready to move into the implementation phase, bringing these groundbreaking concepts to market and revolutionizing the electric water heater industry.

05 Implementation Phase: Bringing the Vision to Market

With the final prototypes of “SmartFlow,” “EcoModular,” and “PuraTech” validated and refined through extensive testing, the electric water heater company was ready to embark on the implementation phase. This crucial stage involved translating the innovative concepts into market-ready products and executing a comprehensive go-to-market strategy.

5.1 Product Development and Manufacturing

The company assembled a dedicated cross-functional team to oversee the product development and manufacturing process for each of the three concepts. This team included experts from engineering, design, manufacturing, quality control, and supply chain management.

For “SmartFlow,” the team focused on integrating the IoT capabilities, smart features, and personalized and adaptive experiences into a reliable and efficient water heater system. They collaborated with technology partners to develop robust software and hardware solutions that ensured seamless connectivity, data security, and energy optimization. Special attention was given to developing advanced algorithms and machine learning models that could learn from user behaviour, predict usage patterns, and automatically adjust settings to provide a customized and optimized experience for each household.

For “EcoModular,” the team worked on optimizing the modular design for mass production, sourcing eco-friendly materials, and establishing efficient manufacturing processes. They partnered with sustainable suppliers and implemented lean production techniques to minimize waste and reduce the environmental impact of the product.

For “PuraTech,” the team concentrated on perfecting the self-cleaning technology and ensuring the long-term durability and reliability of the water heater. They conducted extensive quality control tests, established rigorous manufacturing standards, and developed comprehensive maintenance and support programs.

Throughout the product development process, the company maintained a strong focus on user-centric design, incorporating the insights and feedback gathered during the prototyping and testing phase. They made iterative improvements and refinements to ensure that the final products met the highest standards of quality, performance, and user experience.

5.2 Branding and Marketing Strategy

In parallel with product development, the company’s marketing team worked on crafting a compelling brand identity and go-to-market strategy for the new product line. They developed a unified brand architecture that showcased the innovative features and benefits of “SmartFlow,” “EcoModular,” and “PuraTech” while highlighting the company’s overall commitment to sustainability, technology, customer-centricity, and personalized experiences.

The team conducted extensive market research to identify the target customer segments, understand their preferences and behaviours, and develop targeted messaging and positioning strategies. They created a comprehensive marketing plan that included digital advertising, social media campaigns, content marketing, and experiential marketing initiatives. The marketing messages emphasized how the new product line, particularly “SmartFlow,” could learn and adapt to each customer’s unique needs, providing unparalleled comfort, convenience, and efficiency.

To generate buzz and anticipation for the new products, the company teased the launch through a series of enigmatic social media posts, behind-the-scenes videos, and influencer collaborations. They built a dedicated microsite that showcased the unique features and benefits of each product, along with compelling user stories and testimonials that highlighted the personalized and adaptive experiences offered by “SmartFlow.”

5.3 Sales and Distribution Strategy

The company’s sales team worked closely with the marketing team to develop a robust sales and distribution strategy for the new product line. They identified key distribution channels, including direct sales, e-commerce, retail partnerships, and wholesale networks.

To support the sales efforts, the team created comprehensive product training programs and sales enablement materials that equipped the sales force with the knowledge and tools needed to effectively communicate the value proposition of “SmartFlow,” “EcoModular,” and “PuraTech” to potential customers. They emphasized the unique selling points of “SmartFlow,” particularly its ability to learn from user behavior and provide personalized and adaptive experiences that set it apart from competitors.

The company also established strategic partnerships with leading home improvement retailers, construction companies, and real estate developers to expand their market reach and drive adoption of the new products. They collaborated on co-branded marketing initiatives, in-store displays, and special promotions that highlighted the personalized and adaptive features of “SmartFlow,” attracting customers who valued customized and efficient water heating solutions.

5.4 Launch and Post-Launch Activities

After months of rigorous preparation, the company was ready to launch “SmartFlow,” “EcoModular,” and “PuraTech” to the market. They organized a grand launch event that showcased the innovative features and benefits of the new products, with a special focus on the personalized and adaptive experiences offered by “SmartFlow.” The event invited media and industry influencers and generated significant buzz and coverage around the company’s groundbreaking offerings.

Following the launch, the company closely monitored market reception, sales performance, and customer feedback. They conducted post-launch surveys and focus groups to gather insights on user experience, product satisfaction, and areas for improvement. They paid particular attention to how customers were responding to the personalized and adaptive features of “SmartFlow,” using this feedback to further refine and enhance the product’s learning and customization capabilities.

Based on the feedback received, the company made continuous enhancements and updates to the products, addressing any issues or concerns raised by customers. They also launched a comprehensive customer support and after-sales service program to ensure a seamless and satisfactory user experience, with dedicated support for “SmartFlow” customers to help them fully leverage the product’s personalized and adaptive features.

5.5 Continuous Improvement and Innovation

The implementation phase marked the beginning of an ongoing journey of continuous improvement and innovation for the electric water heater company. They established a dedicated research and development team that worked on further refining the existing products and exploring new opportunities for innovation, with a focus on advancing the personalized and adaptive capabilities of “SmartFlow.”

The company fostered a culture of open innovation, encouraging employees to contribute ideas and suggestions for product improvements and new features that could enhance the customized user experience. They also actively sought partnerships and collaborations with startups, research institutions, and technology companies specializing in AI, machine learning, and IoT to stay at the forefront of industry trends and emerging technologies that could be leveraged to further personalize and optimize the water heating experience.

By embracing a mindset of continuous learning and adaptation, the company was able to stay ahead of the curve and maintain its position as a leader in the electric water heater market. The successful implementation of “SmartFlow,” “EcoModular,” and “PuraTech,” particularly the personalized and adaptive experiences offered by “SmartFlow,” had not only transformed the company’s product line but also set a new standard for innovation and customer-centricity in the industry.

As the company looked to the future, they were excited about the possibilities and challenges that lay ahead. With a strong foundation of design thinking, a deep understanding of customer needs, and a commitment to pushing the boundaries of innovation and personalization, they were well-positioned to continue shaping the future of the electric water heater market and beyond, offering customers unparalleled comfort, convenience, and efficiency through products that could learn, adapt, and grow with them over time.


This design thinking case study, although fictional, demonstrates the power of a customer-centric approach in transforming a traditional product into a market-leading innovation. By empathizing with users, ideating creative solutions, and iteratively prototyping and testing, the electric water heater company successfully developed a groundbreaking product line that catered to the diverse needs and preferences of modern households.

The personalized and adaptive experiences offered by “SmartFlow” exemplify the company’s commitment to understanding and serving its customers, setting a new standard for innovation and differentiation in the industry. This case study serves as an inspiring example of how design thinking methodologies can be leveraged to drive meaningful change and create products that truly resonate with users.