Site restructure halves lodgement time for resolving disputes

The challenge for EWOV was two-fold. firstly, confusion related to the role of ombudsman made conveying the services of EWOV difficult. Secondly, EWOV’s dispute resolution processes – its core service – was difficult to navigate and time-consuming.

EWOV wanted a website that worked like a self-service consumer portal – but to make this happen, we had to figure out how it could better provide information to users, as well as streamline its key service:

Dispute resolution, to do this, we first conducted SEO keyword research to identify consumer-friendly topics related to energy, water and gas issues.

Next, we restructured the website to help consumers self-identify issues before they needed to submit a complaint. We then redesigned the complaint form to reduce its complexity, making it easier to complete quickly while still verifying the same important information.

Part of this process involved usability testing with consumers from different age groups. Testing the prototype would help ensure the final product worked as planned.

The redesign of the website has improved user experience dramatically. By simplifying the existing complaint form enables users to lodge their complaints in half the time.

Our consumer-first SEO strategy is helping users quickly find pages relevant to their needs. Energy and water companies can also access critical data and reports more easily.