With over 8 million customers, UK Power Networks enlisted Tangent to help transform its digital presence and put customers at the heart of the process.
Our three-month discovery phase identified both business and user requirements. This included analysing thousands of comments and survey responses, interviews with all customer segments and gathering business needs from key stakeholders.
UK Power Networks’ customers range from households looking for a one-off service to commercial builders with an on-going relationship, each requiring specific content and functionality. We developed personas to identify the tasks and goals each group is looking to complete, and how the website could help achieve their objectives.
From here we produced an in-depth breakdown of existing journeys, visualising customer interactions and touchpoints. This allowed us to identify opportunities to enhance their journey off and online, setting the vision for UK Power Networks’ optimal customer experience.
We tested multiple navigations with over 200 users through Tree-Jacking, a tool that helped establish the optimal Information Architecture for the site. Based on our findings, we enhanced the preferred route to ensure all content could be found in the fewest clicks possible.