NWL 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, NWL are trailblazers in their sector, delivering ambitious digital services to enhance their award-winning customer service.
Having already helped NWL successfully deliver their water services app, we were delighted to win the opportunity to work with them again on their new customer app.
NWL wanted to transform their customer experience around billing, making it easier for customers to pay bills securely and get key bill information.
Effortless onboarding and security around account number recovery were essential to the success of the new application and the team at NWL 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
"Working with Shout to deliver a mobile app for both Northumbrian Water and Essex & Suffolk Water customers, has been an excellent experience. 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 fun to work with! Shout supported us through any curveballs, allowing the project to stay on track. As PM for the project, it has always felt as though we were one team, working together to deliver the app"
Working closely with our partners at NWL, 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, NWL customers can travel through an intuitive payment gateway, which uses NWL’s payment partner GlobalPay and directs them through tailored payment journeys, depending on their account type and status.