Serving fresh water and sewage services to 16 million households, whilst maintaining an archaic infrastructure, is a complex operations and engineering marvel. Maintaining a growing and diverse user base, with a dated website, and customers who have to use your service; is a challenge ready for experience innovation.

Starting with a competitive pitch process, where strategy, design, UX came together within Hugo & Cat to form a striking vision of the future

Following a deep immersion phase of business integration, stakeholder interviews and getting under the skin of company operations, we embarked on a discovery project to form a baseline of customer knowledge. Throughout this time I lead a team of UX designers through site audits, primary research and consolidation of knowledge into persona, data analysis and user journey maps.