Northumbrian Water Group (NWG) might have been one of the UK’s largest water companies, but its customer site offered a frustrating experience for users. Difficulties performing simple tasks were leading to negative feedback as well as a high number of web ‘drop outs ‘and increased pressure on call centres. With an ambitious target to migrate customer contact from call centres to online self-service, NWG needed a best-in-class digital experience.
","darkMode":false},{"items":[{"image":{"src":{"mobile":"/media/ecfh52x4/nw_drink.png?width=600&height=337&format=webp&quality=100&v=1d8d99c5de64fd0","tablet":"/media/ecfh52x4/nw_drink.png?width=900&height=506&format=webp&quality=100&v=1d8d99c5de64fd0","desktop":"/media/ecfh52x4/nw_drink.png?width=1540&height=866&format=webp&quality=100&v=1d8d99c5de64fd0"},"alt":"A blonde girl drinks water","customCursor":null},"mediaType":"image"},{"image":{"src":{"mobile":"/media/fqnd1lin/nw_watering.png?width=600&height=337&format=webp&quality=100&v=1d8d8d43e986230","tablet":"/media/fqnd1lin/nw_watering.png?width=900&height=506&format=webp&quality=100&v=1d8d8d43e986230","desktop":"/media/fqnd1lin/nw_watering.png?width=1540&height=866&format=webp&quality=100&v=1d8d8d43e986230"},"alt":"NW Watering","customCursor":null},"mediaType":"image"},{"image":{"src":{"mobile":"/media/pf0m5n55/image2.png?width=300&height=375&format=webp&quality=100&v=1d90f0a0710c750","tablet":"/media/pf0m5n55/image2.png?width=440&height=550&format=webp&quality=100&v=1d90f0a0710c750","desktop":"/media/pf0m5n55/image2.png?width=600&height=750&format=webp&quality=100&v=1d90f0a0710c750"},"alt":"Image2","customCursor":null},"mediaType":"image"}],"type":"three-media","text":null,"link":null,"darkMode":false},{"type":"side-text","header":"Designing a new experience","text":"With an overriding focus on empowering users to complete tasks easily and efficiently, we audited NWG’s digital experience and conducted a wide-ranging series of workshops. This allowed us to define four key ‘mobile first’ user journeys: Moving Home; Paying Bills; Meter Readings; and Self-Service. These led the creation of a new, visually engaging experience without compromising brand consistency. It also gave the NWG the flexibility to upload new content fast and serve it to all customers consistently, regardless of the device they’re on.
","darkMode":false},{"type":"media-item","alignRight":false,"isAnimated":false,"fullWidth":false,"image":{"src":{"mobile":"/media/p2kf5jit/image3.png?width=600&height=337&format=webp&quality=100&v=1d90f0a09a97390","tablet":"/media/p2kf5jit/image3.png?width=900&height=506&format=webp&quality=100&v=1d90f0a09a97390","desktop":"/media/p2kf5jit/image3.png?width=1540&height=866&format=webp&quality=100&v=1d90f0a09a97390"},"alt":"Image3","customCursor":null},"mediaType":"image","darkMode":false,"darkModeHalf":false},{"type":"media-item","alignRight":false,"isAnimated":false,"fullWidth":false,"image":{"src":{"mobile":"/media/gkcd3a0q/image3.png?width=600&height=337&format=webp&quality=100&v=1d90f0de96d82c0","tablet":"/media/gkcd3a0q/image3.png?width=900&height=506&format=webp&quality=100&v=1d90f0de96d82c0","desktop":"/media/gkcd3a0q/image3.png?width=1540&height=866&format=webp&quality=100&v=1d90f0de96d82c0"},"alt":"Image3","customCursor":null},"mediaType":"image","darkMode":false,"darkModeHalf":false},{"type":"side-text","header":"A big step forward","text":"Customer feedback has been excellent and the site is helping NWG achieve its operational goals. The company has seen a 70% increase in online account registrations, a 40% increase in eBilling registrations, and a 9% reduction in bounce rate.
","darkMode":false},{"type":"media-item","alignRight":false,"isAnimated":false,"fullWidth":false,"image":{"src":{"mobile":"/media/00pgguk0/image5.png?width=600&height=337&format=webp&quality=100&v=1d90f0a0bda8460","tablet":"/media/00pgguk0/image5.png?width=900&height=506&format=webp&quality=100&v=1d90f0a0bda8460","desktop":"/media/00pgguk0/image5.png?width=1540&height=866&format=webp&quality=100&v=1d90f0a0bda8460"},"alt":"Image5","customCursor":null},"mediaType":"image","darkMode":false,"darkModeHalf":false},{"type":"media-item","alignRight":false,"isAnimated":false,"fullWidth":false,"video":{"provider":"hosted","id":"/media/yevjmo5x/northumbrianwater-waterpressure-screenrecording-1160x652-v2.mp4","configuration":{"autoplay":true,"loop":true,"controls":false,"mute":true,"customAspectRatio":""},"poster":null,"customAspectRatio":"","customCursor":null},"mediaType":"video","darkMode":false,"darkModeHalf":false},{"type":"related-work","title":"See the work we do","link":{"text":"View all","href":"/work"},"items":[{"title":"GSK","href":"https://app-rycomv2-qa.azurewebsites.net/work/gsk/reflecting-a-bold-new-era-through-digital-experience","image":{"src":{"mobile":"/media/orkfa2ju/gsk_carousel-2.png?width=600&height=337&format=webp&quality=100&v=1d8d996cb7dca10","tablet":"/media/orkfa2ju/gsk_carousel-2.png?width=900&height=506&format=webp&quality=100&v=1d8d996cb7dca10","desktop":"/media/orkfa2ju/gsk_carousel-2.png?width=1540&height=866&format=webp&quality=100&v=1d8d996cb7dca10"},"alt":"The display of GSK's new website on a mobile device ","customCursor":null}},{"title":"MDE","href":"https://app-rycomv2-qa.azurewebsites.net/work/mde/a-site-that-tames-data-and-serves-the-uk","image":{"src":{"mobile":"/media/g0nlix1i/mde_hero-min.png?width=600&height=337&format=webp&quality=100&v=1d8f9cc0b275000","tablet":"/media/g0nlix1i/mde_hero-min.png?width=900&height=506&format=webp&quality=100&v=1d8f9cc0b275000","desktop":"/media/g0nlix1i/mde_hero-min.png?width=1540&height=866&format=webp&quality=100&v=1d8f9cc0b275000"},"alt":"MDE Hero Min","customCursor":null}},{"title":"ArcelorMittal","href":"https://app-rycomv2-qa.azurewebsites.net/work/arcelormittal/futureproofing-digital-experience","image":{"src":{"mobile":"/media/vgndxbq5/desktop-chapter-module-example-01-1.png?width=600&height=337&format=webp&quality=100&v=1d8d96a78d02fa0","tablet":"/media/vgndxbq5/desktop-chapter-module-example-01-1.png?width=900&height=506&format=webp&quality=100&v=1d8d96a78d02fa0","desktop":"/media/vgndxbq5/desktop-chapter-module-example-01-1.png?width=1540&height=866&format=webp&quality=100&v=1d8d96a78d02fa0"},"alt":"ArcelorMittal's website chapter module with text and icon presenting the process of making steel ","customCursor":null}}]}],"pageType":"caseStudyPage","id":1607,"languageCode":"en-US","pageName":"Creating seamless digital experiences","scrollSmoothness":1.0,"gtmCode":"GTM-T8Z5F55","topNav":{"logo":{"text":"Radley Yeldar Mark CMYK DK BLUE","href":"/media/mgml2qg0/radley_yeldar_mark_cmyk_dk_blue.png"},"nodes":[{"label":"about us","description":"Here is some text","boldWords":[],"href":"/about","id":"1128","nodes":[]},{"label":"what we do","description":"In today's world, businesses and organisations need effective, impactful and meaningful solutions to an ever broadening range of issues.","boldWords":[],"href":"/what-we-do","id":"3798","nodes":[{"label":"Driving sustainability in business","description":"","boldWords":["sustainability"],"href":"/what-we-do/driving-sustainability-in-business","id":"3801","nodes":[]},{"label":"Building brands that work","description":"","boldWords":["brands"],"href":"/what-we-do/building-brands-that-work","id":"3803","nodes":[]},{"label":"Crafting transparent reporting","description":"Adding in a sharing description over here for the purposes of testing the navigation","boldWords":["reporting"],"href":"/what-we-do/crafting-transparent-reporting","id":"3799","nodes":[]},{"label":"Creating dynamic digital experiences","description":"","boldWords":["digital"],"href":"/what-we-do/creating-dynamic-digital-experiences","id":"3800","nodes":[]},{"label":"Designing campaigns that drive change","description":"","boldWords":["campaigns"],"href":"/what-we-do/designing-campaigns-that-drive-change","id":"3802","nodes":[]},{"label":"Producing powerful film & animation","description":"","boldWords":["film & animation"],"href":"/what-we-do/producing-powerful-film-animation","id":"3804","nodes":[]},{"label":"Making employee engagement","description":"","boldWords":["employee engagement"],"href":"/what-we-do/making-employee-engagement","id":"3805","nodes":[]}]},{"label":"work","description":"","boldWords":[],"href":"/work","id":"1214","nodes":[]},{"label":"journal","description":"","boldWords":[],"href":"/journal","id":"1722","nodes":[]},{"label":"people","description":"","boldWords":[],"href":"/people","id":"1675","nodes":[]},{"label":"contact","description":"","boldWords":[],"href":"/contact","id":"1449","nodes":[]}],"activeItem":"1607"},"footer":{"header":"We'd love to hear from you. ","text":"We’re a creative consultancy specialising in brand, corporate and sustainability communications. We combine inspiration and evidence to help build belief in our clients. ","copyright":"Copyright © Radley Yeldar 2025","headerLink":{"text":"Contact","href":"/contact"},"form":{"viewModelPath":"~/Views/Partials/Modules/_Form.cshtml","dynamicTitle":"Contact Us - QA test","id":"99bd1732-4dd8-463d-9f87-6b45669b46eb","formTheme":null,"title":"Receive our latest thought leadership direct to your inbox","text":"","recaptchaSiteKey":"6LcuyY4bAAAAAE2OzRFfA7vDWyohfZXyl2uTuHLa","verificationToken":"","publicationId":"3247","publicationDownloadUrl":null,"type":"form-rte","redirectUrl":null,"submitMessage":"Thank you\n ","disableGmail":true,"disableHotmail":true},"locations":[{"text":"London","href":"https://goo.gl/maps/Xs9gwyWqogFbx8T46","target":"_blank","isExternal":true,"isActive":true},{"text":"Birmingham","href":"https://goo.gl/maps/xY6429GTnEGuvd9R8","target":"_blank","isExternal":true,"isActive":true}],"locationsHeader":"Locations","socialHeader":"Follow us","columns":[{"title":null,"links":[{"text":"about","href":"/about"},{"text":"work","href":"/work"},{"text":"journal","href":"/journal"},{"text":"people","href":"/people"},{"text":"contact","href":"/contact"}]},{"title":null,"links":[{"text":"Terms of use","href":"/terms-of-use"},{"text":"Accessibility","href":"/accessibility"},{"text":"Privacy","href":"/privacy"},{"text":"Subscription preferences","href":"/subscription-preferences"}]}],"social":[{"link":{"text":"Facebook","href":"https://www.facebook.com/RadleyYeldar/","isExternal":true,"isActive":true},"type":"Facebook"},{"link":{"text":"LinkedIn","href":"https://www.linkedin.com/company/radley-yeldar/mycompany/","isExternal":true,"isActive":true},"type":"Linkedin"},{"link":{"text":"Instagram","href":"https://www.instagram.com/radleyyeldar/?hl=en","isExternal":true,"isActive":true},"type":"Instagram"},{"link":{"text":"Twitter","href":"https://twitter.com/radleyyeldar?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor","isExternal":true,"isActive":true},"type":"Twitter"},{"link":{"text":"https://www.threads.net/@radleyyeldar?hl=en","href":"https://www.threads.net/@radleyyeldar?hl=en","target":"_blank","isExternal":true,"isActive":true},"type":"Threads"}]},"seo":{"title":"Creating seamless digital experiences","description":"Northumbrian Water Group (NWG) might have been one of the UK’s largest water companies, but its customer site offered a frustrating experience for users. Difficulties performing simple tasks were leading to negative feedback as well as a high number of web ‘drop outs ‘and increased pressure on call centres. With an ambitious target to migrate customer contact from call centres to online self-service, NWG needed a best-in-class digital experience.","keywords":"Northumbria water group, NWG, radley yeldar, digital experience, website, NWG customer website, NWG corporate website","canonicalTag":""},"sharing":{"og":[{"property":"og:title","content":"Creating seamless digital experiences"},{"property":"og:description","content":"Northumbrian Water Group (NWG) might have been one of the UK’s largest water companies, but its customer site offered a frustrating experience for users. Difficulties performing simple tasks were leading to negative feedback as well as a high number of web ‘drop outs ‘and increased pressure on call centres. With an ambitious target to migrate customer contact from call centres to online self-service, NWG needed a best-in-class digital experience."},{"property":"og:image","content":"https://app-rycomv2-qa.azurewebsites.net/media/y5abuidr/nw_mobile.png?width=600&format=webp&quality=100&v=1d8d99d56fddc00"},{"property":"og:url","content":"https://app-rycomv2-qa.azurewebsites.net/work/northumbrian-water/creating-seamless-digital-experiences"}],"twitter":[{"name":"twitter:card","content":"summary_large_image"},{"name":"twitter:site","content":"@radleyyeldar"},{"name":"twitter:title","content":"Creating seamless digital experiences"},{"name":"twitter:description","content":"Northumbrian Water Group (NWG) might have been one of the UK’s largest water companies, but its customer site offered a frustrating experience for users. Difficulties performing simple tasks were leading to negative feedback as well as a high number of web ‘drop outs ‘and increased pressure on call centres. With an ambitious target to migrate customer contact from call centres to online self-service, NWG needed a best-in-class digital experience."},{"name":"twitter:image","content":"https://app-rycomv2-qa.azurewebsites.net/media/y5abuidr/nw_mobile.png?width=600&format=webp&quality=100&v=1d8d99d56fddc00"},{"name":"twitter:url","content":"https://app-rycomv2-qa.azurewebsites.net/work/northumbrian-water/creating-seamless-digital-experiences"}]},"contactPopup":{"showPopup":false,"popupTitle":"Contact us on hello@ry.com
","link":{"text":"mailto:hello@ry.com","href":"mailto:hello@ry.com","isExternal":true,"isActive":true}},{"title":"Anything else?","text":"Contact us on hello@ry.com
","link":{"text":"mailto:hello@ry.com","href":"mailto:hello@ry.com","isExternal":true,"isActive":true}},{"title":"Want to join us?","text":"Contact us on people@ry.com
","link":{"text":"mailto:people@ry.com","href":"mailto:people@ry.com","isExternal":true,"isActive":true}}]},"cookieBanner":{"heading":"This site uses cookies to offer you a better browsing experience.","body":"Read our full cookie policy.
","acceptText":"Accept cookies","declineText":"Reject cookies"},"enableCustomCursor":false}