Toho Water Website Redesign
Toho Water Authority (Toho) is the largest provider of water, wastewater, and reclaimed water services in Osceola County. The client came to us with an outdated and hard-to-maintain website created almost two decades ago that lacked the mobile responsiveness necessary to engage and connect its members and users. I managed project oversight of resources, budgets, and timelines, as well as leading daily meetings, and briefings, providing regular updates to the team on the progress, issues, decisions, risks, and risk mitigation strategies for every sprint.
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The client had a large group of internal and external stakeholders that needed to be heard before we began design and development. I conducted 15 group internal and external stakeholder interviews to gauge what the new site should look, feel, and operate like. I guided the client through this feedback process as well as my own team to complete our own research such as development and UX site audit reports.
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Once we combined our findings from the Discovery phase and presented it to the client with our recommendations for moving forward, our UX team restructured the site’s IA with help from Toho. The UX team then wireframed Toho’s top 5 pages to assist with page creation down the line. Once wireframes were approved, we were able to move on to full design mockups and provide Toho with a design guide for the site.
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Our development team worked with their IT team to create a new Drupal 9 site with clear frontend and backend solutions. We developed a new website that allows both the user and the administrator to have a better experience. Focusing on Toho’s goal to make it easy for customers to pay their bills and ask questions, we created a section exclusive for payment and inserted a ChatBot so the pressure was off of their team to answer client questions that could be found directly on the site.
What we found:
Using our Discovery phase findings, including stakeholder interviews, content, development and Google Analytics audits, a competitive analysis, and heatmapping, we found that Toho needed to prioritize its mobile users, keep content concise for high-level pages, highlight careers, and improve customer service so the site could be a first-stop for customers.
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