Southern Water
Scope, Design and Build a new customer-focused website for Southern Water
In April 2024, Southern Water launched a new website for customers and stakeholders across the South East of England, following an intensive 9-month programme of work.
A project of this scale demanded comprehensive research and a detailed understanding of the stakeholder requirements to ensure the website was best in class, and the result is an easy-to-use CMS that integrates seamlessly with Southern Water’s digital infrastructure and fully serves their customer base.
From initial research and journey mapping, through to creative concepts, technical development and quality assurance, the new platform was designed to help Southern Water deliver a first class digital experience to its customers, improve operational efficiency, and reinforce its commitment to saving water.
We think
Southern Water's stakeholder relationships and the regulatory environment in which it operates are complex, so a rigorous approach was necessary.
We began with a comprehensive research and analytics phase, taking a deep dive into the existing website's information architecture, content and user experience, and conducting in-depth audience research to allow us to fully understand the different needs of users, their preferences and pain points.
We then translated this insight into clear strategic objectives across user experience, self-service capability, brand presence, and also reinforcement of Southern Water's environmental commitments, ensuring that we made it easier for visitors to the website to locate and access the help and support they might need quickly and efficiently.
We do
The implementation phase began in Summer 2023, with Mediaworks working closely with Southern Water’s teams across IT, UX, UI, digital product, and content.
Wireframes and prototypes were created to visualise the user journeys and interface elements, alongside a responsive design that would perform well across different devices. We also ensured seamless integration with Southern Water’s existing systems for account management and customer service, working closely with third-party providers and the internal IT team to manage multiple complexities and dependencies.
On completion of the technical build, the website was populated with informative content, engaging visuals and interactive elements to enhance engagement within accessibility and regulatory standards. All content was then optimised for SEO to ensure relevant content is served based on search criteria, and extensive usability testing undertaken to ensure the site’s functionality, user experience and performance met the highest standards.
We Measure
The successful launch of Southern Water’s new website marks a significant milestone in its digital transformation journey.
It provides a convenient place for customers to get help, advice and manage their utility accounts, and a solid foundation for Southern Water to continue to promote the importance of water sustainability in the region.
