Putting the UK’s largest water supplier in flow with its customers.

The outline.

Thames Water is the UK’s largest water and wastewater services provider, supplying around 2.6 billion litres of tap water each day to nine million people. 

We created digital guidelines that enabled Thames Water to bring its brand to life online, prototype site pages easily, and give customers a better experience.

The challenge.

After an extensive review and repositioning of its offline brand, Thames Water asked us to develop its digital brand guidelines to bring the new brand to life online, with a more customer-focused approach.

All existing platforms, applications and content generation processes need auditing to identify design constraints and potential pitfalls as we considered how the new brand could work in a more responsive digital landscape.

The solution.

We developed a new information architecture, using wireframes to demonstrate how the brand could evolve and work across the digital space.  We also created a Digital Visual Standards Guide (VSG), providing a detailed explanation of how to implement the Thames Water brand in a responsive digital landscape.

The VSG was accompanied by a suite of custom icons and illustrations and a library of user interface components, allowing internal teams to prototype new content pages with ease. This was all supported with a series of onsite workshops with the Thames Water team to ensure the new designs were implemented smoothly.

The results.

Following the successful delivery of this project and overwhelmingly positive feedback, Thames Water asked us to refine the UX journeys of a number of other websites within their portfolio.