How the tide has turned at Thames Water

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Decibel Digital were employed by Thames Water to increase levels of engagement with the website, which would entail improving calls to action and the number of customers paying their bills (online) directly through the website

Decibel Digital looked at how this could be achieved, through assessing levels of usability, typical customer journeys, design and functionality of the existing website. The aim of the whole process was to create a website based on simplicity and ease of usability, to signpost visitors to key calls to action.

Thames Water looked to achieve the following with their new website:

• Improving the levels of engagement• Enhancing the design and functionality• Creating clear customer pathways and calls to action• Overall goal: to increase self-service online

Following a strategic review of Thames Water’s existing website, Decibel Digital presented a case for a responsive web design to enable the website to respond to tablets and mobile devices.

After Decibel Digital undertook an analysis of user experience (UX) and information architecture (IA) reviews, a brand refresh was incorporated into the new website for Thames Water to deliver a user-centric design. With a focus in online conversion, a new help centre was also created to address typical customer FAQ’s.

The design & build was also completed within 3 months. Since the website launch, the website has prompted:

• 54% increase in online payments• 39% of Thames Water customers now prefer paying their bill online• 24% increase in page views

The Thames Water site now responds to tablets, making it even more accessible to its users!

The acceptance and incorporation of Decibel Digitals' approach to the website has not only satisfied our client (Thames Water) but also their customers, evident from the statistics above and the general level of feedback received.