Transforming the customer experience for one of the UK’s leading water utilities
N O R T H U M B R I A N W A T E RNorthumbrian Water Limited (NWL) provides water and sewerage services to 2.7 million people in the North East of England.
T H E W O R KA 12 month, £1.5m project to transform the digital customer experience for NWL, drive digital contacts and promote customer self-serve.
Over 50 workshops with multiple stakeholders and teams from different parts of the business
Creation of over 400 UX/UI wireframes and prototypes
Over 200 user stories written, reviewed and approved
Development of over 50 new integrations to streamline the customer experience
T H E O U T C O M E
In the first two months post-launch, the new Northumbrian Water website:
Received a 270% increase in web registrations
Received a 70% increase in online billing sign-up
Recorded a 24% reduction in bounce rate, with a corresponding reduction of customers contacting the call centre
Changed the business process for the move home CX – the NWL call centre adopted the digital customer journeys
The NWL website won the award for Best use of Technology in Customer Engagement at the 2020 Engage Awards
“Daniel’s UX work is top notch. I was continually impressed by his team’s ability to make complex processes so much simpler, from a customer perspective.”
Harry Lovell, Digital Experience Manager, Northumbrian Water