Simple and flexible mobile billing for utilities customers.

Northumbrian Water Customer App

Northumbrian Water provide water to over 4.2 million people in the UK, serving vast communities in North East and South East England. 

With a proud focus on innovation, they are trailblazers in their sector, delivering ambitious digital services to enhance their award-winning customer service.  

Having already helped the team successfully deliver their water services app, we were delighted to win the opportunity to work with them again on their new customer app- transforming their customer experience around billing, making it easier for customers to pay bills securely and get key bill information.

The Challenge.


Effortless onboarding and security around account number recovery were essential to the success of the new application and the team at Northumbrian Water were also focused on providing:

  • Clear billing and payments information
  • Flexibility around payment methods
  • Device-specific capability to tailor the user experience
  • Seamless interaction with internal customer systems

The Solution.


Working closely with our partners at Northumbrian Water, we held a series of Business Analysis workshops to analyse current customer journeys. Together with stakeholders, we helped to define customer needs and high-level architecture requirements.

With our research in hand, we meticulously mapped out the user journey, producing a suite of on-brand, high-fidelity visual prototypes. Working in sprints, the Shout team designed and engineered clear, simple journeys, both for those customers who could be fast-tracked to billing information and for those who needed to move through a more sophisticated authentication process.

Once authenticated, customers can travel through an intuitive payment gateway, which uses Northumbrian Water’s payment partner GlobalPay and directs them through tailored payment journeys, depending on their account type and status.

“The entire delivery team were brilliant at not only what they did technically and from a UI/UX design perspective, but they were engaging, responsive and supported us through any curveballs. It has always felt as though we were one team, working together to deliver the app”

Stephanie Blemmings
Project Manager

The Outcome.


The app has now successfully rolled out on Apple and Google Play stores, where it is available to all 4.2 million of Northumbrian Water's valued customers and is already attracting a host of positive feedback.

Talk to us about how Shout's experts can help you engineer change.