With the age of the customer in full swing across the Australian water sector, Melbourne Water has taken initiative and redesigned its website to be more customer focused, with the utility’s new digital platform launched earlier this month.
The redevelopment was informed by an extensive program of customer and employee engagement and research, and then redesigned to provide a more user-friendly platform for customers interacting with Melbourne Water.
Aside from the obvious redesign of the look and feel of the website, further improvements will be made to ensure the platform is fit-for-purpose and continues to provide customers with a “great digital experience”.
Melbourne Water Customer and Strategy General Manager Gavan O’Neill said the new platform has been redeveloped to ensure customers could easily engage with Melbourne Water at any time and on any digital device.
“The main aim of this website redesign was to create an interactive platform for our customers that is easily navigable – across multiple devices – while being intuitive and improving on the overall user experience,” he said.
“We have also invested in a custom API, which connects into our systems to combine data with content on the website, enabling the development of new digital services.”
O’Neill said the new website is a result of a lot of very hard work, and thanked those involved for adding to the benefits that Melbourne Water customers will now enjoy.
“All of the changes and updates implemented across the website have been inspired by the extensive customer and employee feedback we have received over much of 2017. We know it’s going to deliver a faster, simpler and more intuitive experience.”
Related podcast:
https://omny.fm/shows/australianwater/darren-cash-on-enhancing-the-customer-experience
by Water Source
