Adapting a homepage and menu to accommodate new online services

The problem

Western Water was introducing two new portals - each requiring login options for two different customer types.

In addition, the amount of content on the site was expanding, leading to a bloated menu and ineffective homepage.

Menu redevelopment
Homepage redesign
New login options

Client

Western Water

Project type

Website

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Research and insights

Desktop research and user interviews were undertaken.

Data showed an increasing number of page views per visit and an increase in the number of users navigating to the 'contact' page. This indicated users were finding it difficult to find information.

Through user interviews it was discovered the homepage distracted from key tasks. Users also found the menu overwhelming.

Working with internal stakeholders, it was discovered that two new portals were coming online - each with different login requirements.

Desktop research
Stakeholder management
User interviews

The solution

Research showed the website needed a cleaner menu, new login options for multiple customer types and a new focus on key tasks on the homepage.

User personas and user journey mapping was completed. Multiple user flows and wireframes were then tested.

Following multiple ideations, the menu was redesigned with a new icon set and touch-friendly design. A new login dropdown – catering for two portals – was added to the site. The homepage was designed to bring a stronger focus to key tasks.

Before and after: slide to see the change

Before After

Before After

Outcomes

Pages views per visit decreased, showing users were interacting with the new menu and homepage quicklinks
Visits to the 'contact' page decreased, showing users were able to access information and services online
Portal registrations and logins had a high success rate, showing users were getting to the correct portal for their need.