Getting the UK's largest water supplier in flow with its customers.

Thames Water

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. 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.

We started with a full audit of existing platforms, applications and content generation processes to identify any design constraints. We then developed a new information architecture, including wireframes, to demonstrate how the branding would evolve to work successfully across the digital space. Following the audit, we developed the 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 effortlessly prototype new content pages. This was all supported with a series of onsite workshops with the Thames Water team to ensure the new designs were implemented smoothly.

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.

Defining the digital experience.

Visual Standards Guide.

Illustration and icon design.

Responsive component library.

The digital brand in practice.

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