Northern Powergrid needed to refresh its customer website to ensure usability and stop the flooding of its call centres with questions. They needed to ensure their user journey and experience were cohesive and called on us to answer the following questions:

What does the user journey look like? Where are the main drop-off points for site users? And, most importantly, how can we fix it?

With extensive experience in the digital space, designing user journeys for global intranets and developing sites for other corporate users, Brave & Heart knew how to tackle this unique challenge.

We quickly provided them with two fully revamped and adapted plans for their key user journeys. These plans allow their customers to navigate the site and use their online tools, ensuring minimum drop-offs.

In addition, building on our expertise from years of experience building user sites, we gave them examples of how content could be rewritten and created style icons to level up their site offering.

All in all, we left them with ready-to-implement work packages to hand over the project to their website provider. In short, we gave them all the tools necessary to ensure that their site was not only fit for purpose but exceeded expectations.