Designing a solution to report a problem
Fixing leaks and customer service
As the UK's largest wholesale water and wastewater services provider Thames Water is committed to minimise leaks and offering a responsive customer service.
We set out to understand the existing user experience by identifying pitfalls and opportunities. Through workshops and interviews we were able to create personas that resembled the customers attitude and experience with Thames water on different channels. This led us to ideating future costumer experiences, which we worked out in design sprints.
Design sprints
One design sprint focussed on improving the customer experience to report a problem. With our new personas and research in place, we used this information to workshop and ideate potential ideas.
Cross-over
My team consisted of t-shaped individuals which allowed me to cross over into various responsibilities. This meant facilitating workshops, co-creating user flows, prototyping and even coding animations and interactions.
Design system
At the same time of customer experience design sprints Thames Water was making a shift in their brand identity. To match the improved web experiences, I was responsible to build new design system that was practical accross all digital channels.
