Utilitas transforms with new digital channels to meet customer needs and promote sustainability vision

Problem

Utilitas faced two primary challenges during its journey to improve its digital channels. The foremost issue was a lack of customer-centricity, resulting in a gap in understanding the needs and expectations of its audience. Secondly, Utilitas felt that sustainability-focused initiatives weren’t communicated sufficiently. These challenges necessitated a strategic approach to revamp the online platform efficiently.

Solution

The project progressed through several key stages:

Phase 1: Understanding customer needs. This phase was carried out in cooperation with AKU Collective.

Starting with a focus on thorough customer research and interviews, we aimed to map out the priorities and preferences of the target audience. Additionally, numerous interviews with internal stakeholders were conducted to understand Utilitas’ business, vision, and objectives. This dual approach ensured a comprehensive understanding of both external and internal perspectives, laying a solid foundation for subsequent project phases.

Phase 2: Defining structure and priorities

Once the insights were analyzed, a collaborative effort to define the website’s structure and priorities ensued. Understanding the audience’s needs played a pivotal role in shaping the direction.

Phase 3: UX design and development

The project then advanced to the detailed prototyping and design phase. A distinctive approach was taken, focusing on designing blocks and components instead of complete content views. This approach facilitated flexibility during the content integration phase.

Phase 4: A seamless development process

After defining the visual appearance and user-friendly interactions, the implementation phase progressed seamlessly. The website was developed on the WordPress platform, with careful consideration given to facilitating ease of content updating for the client. Subsequently, a headless solution was implemented to meet higher security and performance requirements.

Phase 5: Content integration

With design elements in place and development completed, the process of integrating content commenced. Content assembly was meticulously executed, ensuring aesthetics and messaging cohesion.

In each step of the project, our close collaboration with the client played an important role in achieving the desired outcome successfully. We had the privilege of working with a client who offered prompt feedback and communicated desired adjustments in an agile manner when necessary.

Results

In April 2023, the new website went live, marking a significant milestone in Utilitas’ digital journey. Continuous improvements were made post-launch to ensure a seamless user experience. The platform effectively communicated Utilitas’ commitment to sustainability, resonating with various user segments and enhancing the company’s brand identity.