This project entailed a comprehensive website redesign for a prominent regulated water utility company with a national presence spanning 11 states. Central States Water Resources (CSWR) requested a modernized online presence to effectively communicate its services, initiatives, and regulatory compliance efforts to customers nationwide.
Lead Designer & Art Director
Pitching & Presenting, Branding, UX/UI Design, Wireframing, Prototyping & Testing, HTML/CSS
Adobe XD, Adobe Photoshop, Adobe Illustrator, Microsoft SharePoint, Jira, Brackets, Content Management System (CMS)
The main challenge was to create a user-friendly website interface that facilitates easy access to vital information for customers, regulators, and the public. This required a comprehensive approach to design and functionality, ensuring seamless communication channels and alignment with CSWR's brand values. Attention to detail and a deep understanding of the diverse needs of stakeholders in the industry played a very large role in its success.
A user-centric approach guided every aspect of the redesign process, ensuring that the website met the diverse needs of CSWR's stakeholders and customers. Accessibility compliance was a key focus, guaranteeing inclusivity for all users. Interactive features and a robust content management system were implemented to foster engagement and facilitate seamless communication.
The result was an enhanced website that successfully serves customers across CSWR's national footprint. By leveraging strategic design principles and technological innovations, the redesigned website not only met user needs but also fulfilled business requirements.
CSWR Prototype
We worked closely with Kelsey Hayes, who was not only responsive to my numerous last minute asks and the many twists and turns in between, but she was also intuitive - able to articulate the things I didn't say - or that I didn't know I needed! Her hand on the design was clear, and her eye for layout and communicating things was so on target.
Michele M, Strategic Communications Specialist at CSWR
...
From inception to launch, Kelsey was co-pilot and despite my fear of flying, I have no reservations boarding with her in the cockpit!
User-Centric Design Process: Thorough analysis of user needs, pain points, and client preferences was conducted through research and stakeholder interviews. Insights gained informed the redesign to meet the expectations of customers, regulators, and the client themselves.
Alignment with Business Objectives: Website features were closely aligned with the client’s business objectives, focusing on brand visibility, communication channels improvement, and regulatory compliance.
Enhanced User Experience: Improving overall user experience was a priority. Intuitive navigation, clear content structure, and responsive design ensured easy access to vital information for all users.
Accessibility Compliance: The website was designed to comply with ADA regulations, incorporating accessibility features such as alt text, keyboard navigation, and color contrast adjustments.
Interactive Features for Engagement: Integration of online bill payment portals, customer support chatbots, and multimedia resources enhanced user engagement and streamlined processes.
Content Management System (CMS) Integration: A robust CMS was provided for easy content updates, enabling CSWR to communicate timely and relevant information to customers and regulators.
Following the successful completion of the redesign and launch of the new website, CSWR achieved significant outcomes. The revamped website boasted intuitive navigation, clear content structure, and responsive design, ensuring a seamless user experience. Implementation of ADA-compliant features enhanced inclusivity and accessibility for individuals with disabilities. The redesigned website showcased CSWR's commitment to innovation and sustainability, reinforcing its reputation as a trusted leader in the water utility sector. Interactive features like an online bill payment portal, FAQ sections, and chatbots reduced customer service inquiries, facilitating seamless communication. Client feedback demonstrated the website's effectiveness in meeting diverse customer needs.
Overall, the website redesign initiative successfully modernized CSWR's digital presence, driving improved user engagement, accessibility, and brand visibility nationwide.
On behalf of everyone at CSWR, but especially our core team who had the privilege of working with you, a huge high five and heartfelt THANK YOU! We look forward to a great future working together!
CSWR Marketing Team
Based in Seattle, WA
