Paul approached the project in a very logical and professional manner. First he carried out a wealth of background research and absorbed himself in all the information we had on record.
All this analysis fed into the definition and design phase of the new website, which helped focus his approach from the off. Each of the deliverables were completed on time and to the highest standard making the internal sign off problem free.
Richard Jenner - Web Strategy Manager
 Cabinet Office |  Army |  MET Police |  ASDA Recipes |
|---|
Transformed
digital approach
to help deliver a seamless customer experience to maximise the online service offering
Working closely with South West Water to help them plan and design a new online presence that inspires "A passion for healthy living and the services provided in their local environment".
The Challenge
DIGITAL TAKE UP
DEVICE AGNOSTIC
Facilitate a robust and device agnostic platform to enable the drive of new digital products and service offerings
Increase digital transactions completed online and reduce inbound calls to the contact centre by a minimum of 12% per annum
USER FRIENDLY
Deliver a consolidated centralised website that puts the customer at the heart
SELF SERVICE
Enable all our current services to be accessed online quickly and easily by all customers and promote the use of self service
ENHANCE BRAND
Evolve the current brand so that it works more effectively across digital channels and helps convey the South West Water story
South West Water (SWW), based in Exeter, are a water and waste service utilities company that serves over 1.6 million people throughout Cornwall, Devon and in areas of Dorset and Somerset.
Client
What we did
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Leadership team workshops
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User research
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Data analysis
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Customer persona development
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Information architecture
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UI design
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Brand enhancement
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Usability testing
To create a design which uses the full potential of the South West Water brand. To have a more user centric and approachable feel as well as being functional. Helping customers complete their tasks as simply as possible.
A document that outlined the project goals and objectives, identify project team members, roles and responsibilities, technology capabilities, all project stakeholders and confirm the project schedule.
Conducted a workshop with 8 key business stakeholders / subject matter experts (SMEs) to confirm business goals and identify supplemental user information.
Reviewed all available site analytical data and search logs to identify user trends and behaviors on the current South West Water websites.
Reviewed a serious of customer service calls to identify any user pain points that can be addressed within the limitations of the project.
Launched 1 month an online questionnaire to sound check initial stakeholder feedback and to identify any additional pain points or opportunities.
CURRENT SITE REVIEW
From the outset of the project I reviewed the current website in conjunction with their primary competitors within the the water service industry who where leading the SIM score charts.
COMPETITOR COMPARISON BENCHMARK OVERVIEW
By identifying where South West Water stood against their competitors in the early stages this helped provide a view of what was working well and what wasn't working well in relation to current online best practices. Allowing us to start the project with a sound foundation to build upon.
STAKEHOLDER WORKSHOPS
Throughout the course of the project we held a number of workshops with key stakeholders from South West Water. This helped us gain an understanding of their view of things such as their primary customer personas, key taks and goals allowing us to validate against in later stages.
STAKEHOLDER WORKSHOPS
Throughout the course of the project we held a number of workshops with key stakeholders from South West Water. This helped us gain an understanding of their view of things such as their primary customer personas, key taks and goals allowing us to validate against in later stages.
ONLINE SATISFACTION SURVEY
By sending out an online customer survey in the early stages onto the South West Water website we where able to gather customer feedback at vital stages, helping to inform the strategy and road map for the next stages of the project.
​
OUTCOME
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• Understanding of who the online customers are
• Their primary taks
• What they think of key areas within the website
• where they feel improvements could be made
ONLINE SATISFACTION SURVEY
By sending out an online customer survey in the early stages onto the South West Water website we where able to gather customer feedback at vital stages, helping to inform the strategy and road map for the next stages of the project.
​
OUTCOME
​
• Understanding of who the online customers are
• Their primary taks
• What they think of key areas within the website
• where they feel improvements could be made
CUSTOMER TRACKING
In order to create a user centric website we have to first establish and understand who the users are, what their behaviors and needs are. This becomes a vital part of the process as the success rates and the Key Performance Indicators are measured against them according.
