Thames Water stands as the largest water and wastewater services company in the UK, serving 15 million customers in London and the South East.
Thames Water is dedicated to minimising water leaks, promoting water conservation, enhancing proactive customer service, and lowering service costs.
In this project, I was responsible for leading the user experience. We started by creating personas and developing their corresponding user journey maps which have led to a better understanding of people’s expectations and attitudes when interacting with Thames Water in different channels.
From Pain Points to Design Sprints
After identifying the pain points and opportunities that surfaced during the research phase, I conducted a series of card-sorting and tree-testing exercises to define the new information structure. Following this, I proceeded to craft user flow diagrams, information architecture, and wireframes. These elements formed the foundation for a series of design sprints that both the project team and I conducted.
