Creating stronger connections and exceptional experiences for its customers

Client Wannon Water
ProjectWebsite redevelopment

Overview

Wannon Water is a trusted provider of sustainable water services, serving over 30 communities across South West Victoria, from the South Australian border to the Otways and from the Grampians to the coast. Committed to ensuring the health and wellbeing of its customers, Wannon Water delivers fresh water from source to tap and manages sewage with a focus on safety and reliability. As a local organization, Wannon Water is deeply invested in the prosperity of the region, working closely with communities to drive positive change and protect the environment. Their mission extends beyond water supply, aiming to foster stronger, healthier communities throughout the region.

Wannon Water embarked on a comprehensive website redevelopment project with the key goal of creating stronger connections and exceptional experiences for its customers. The existing website, a crucial digital touchpoint for both customers and external stakeholders, had not been upgraded for many years, leading to outdated functionality and user experience challenges. The project aimed to deliver a modern, user-centered website that not only aligns with Wannon Water’s brand and voice but also meets the evolving needs of diverse user groups, including residential, business, and rural customers, contractors, consultants, and employees.

Challenge

The website redevelopment project faced several challenges, including:

  1. Outdated User Experience: The existing website’s user experience had become outdated, making it difficult for users to find and engage with essential information. Redesigning the UX based on comprehensive user research was critical to ensure the new site met the needs of all audience segments.
  2. Content Overhaul: The content on the current website required a complete audit to identify what to keep, update, or delete. Ensuring that the new content was consistent with Wannon Water’s brand guidelines and effectively communicated to all users was a significant challenge.
  3. Complex Information Architecture: Developing a new, intuitive information architecture that could effectively organize content and guide users through various customer journeys was essential. The IA needed to be responsive, mobile-friendly, and compliant with accessibility standards.
  4. Technology and Integration: Implementing a Content Management System (CMS) that was not only agile and secure but also capable of integrating with other tools and systems posed a technical challenge. The CMS needed to be scalable to adapt to future technological advancements.
  5. Training and Maintenance: Providing comprehensive training for content editors to ensure they could effectively use the new CMS, along with establishing a plan for ongoing website maintenance, security, and support, were critical components of the project’s success.

This redevelopment project aimed to deliver a website that is functional, accessible, intuitive, and secure, ensuring a seamless experience for all users while providing Wannon Water’s team with the tools they need to manage content efficiently.

Solution

Discovery

Working closely with the Wannon Water team, a series of interaction design workshops and artefacts were produced, based on user data and demographic information provided. The interaction design was then validated with users to gauge success in completing the top tasks. From this feedback, further amendments and refinements were made to the wireframes to inform the design and build of the website.

Design

The interface design needed to be considerate of the various age groups within the Wannon Water region to ensure that colours, fonts and image choices resonated with the audience. Working with the Wannon Water internal designer, a final responsive interface design was developed to reflect the communications and messaging of “Strong Connections”. 

Technical

Through a number of technical workshops and iterations, a detailed solution design was prepared to outline all functional requirements and technical specifications, which was informed by real user needs and insights.

Build

Leveraging WordPress with Gutenberg blocks, we empowered Wannon Water content editors  by providing an intuitive and easy-to-use click and drag interface within the CMS administration panel. The site was built with speed and security at its core, ensuring it’s not only fast but also robust against modern threats.

To ensure the website’s longevity and peak performance, we committed to ongoing support and maintenance, providing regular updates, security checks, and performance tweaks. This approach not only solved Wannon Water’s immediate challenges but also equipped them with a future-proof digital toolset.

Launch Project

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