Complaint resolvers Ombudsman Services has created a new digital platform to ease resolutions between consumers and businesses, as well as a new brand identity to reveal the business’ future direction.
The initiative is an attempt to revive the brand to ensure that the digital experience design is most beneficial for its consumers and clients.
Digital agency Code Computerlove and branding design specialists Halo were behind creating the not-for-profit organisation new platform, www.ombudsman-services.org. Not only has it been completely redesigned, but the new site now has offers clearer navigation for users and a tone of voice and content that reflects the brand’s proposition and identity.
As the UK’s largest independent multi-sector ombudsman, Ombudsman Services resolved more than 90,000 consumer complaints in 2017 alone. As specialists in the energy and communications sectors, the organisation works with businesses to help them improve their complaint-handling process and customer service more generally.
Jodi Hamilton, head of marketing and communications at Ombudsman Services, said: “Visitors to our site now benefit from a new design, an easy-to-navigate website and a fast, intuitive digital complaints process. The improved platform has also increased internal efficiencies and our ability to respond quickly – something that both consumers and businesses have come to expect in the digital age.”
“Overall our aim is to appeal to a wider audience, increase users and make our services accessible and easy to use. We want to deliver a best in breed service to consumers as well as service providers signed up to us.”
Nick Ellis, strategy director at Halo, added: “We have produced a brand that’s digital first, designed for contemporary consumers, accessible and engaging. A brand that does the right thing."