Thames Water

Customer website & account area

Customer website

Thames Water are one of the UK’s best known utility providers, and the source of London's water. After completing a review of UX/UI and a number of customer journeys across the Thames Water website, we presented our case for a brand refresh and a user-centric responsive design. These elements aimed to address the key goals for Thames Water, such as improving online customer satisfaction and self-service.

Evolving the web experience

The key focus was to increase online conversions and develop a new help centre to address FAQs. Other targets included allowing the site to respond to all device types, making it even more accessible to its users while delivering a user-centric design through IA stages.

Championing customer experience (CX)

After the launch of the new responsive website there was 24% increase in page views and a remarkable 54% increase in online payment compared with before. Now 39% of Thames Water customers prefer to pay online as opposed to the previous method of payment. 

Challenges further downstream

Such was the delight at what was achieved for Thames Water customers, Decibel Digital continue to work with Thames Water to improve their digital proposition. Most recently through creating a separate online account area. 

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