Looking for the optimal user experience
For more than 137 years, water-link has been providing your drinking water in Antwerp! That story begins in 1880, when Antwerp Water Works Cy Ltd saw the light of day. From our office in Antwerp, our colleagues also enjoy making sure that the online water-link experience is ideal for the citizen of Antwerp.
From problem to stability
First of all, we performed a Drupal audit. This revealed the current status of the platform. The audit was done in 4 steps:
Did you know?
As a first step in the takeover process, critical issues are fixed so that the platform is stable to further evolve and improve. Among others, the SOAP link to SAP that was custom made, where their forms are sent to their CRM, needed extra attention in this phase.
From this point on, our long-term collaboration continued under the agreed upon SLA and we are in full support mode.
Updated design and user experience
Of course, it doesn't stop there!
Our UX team is not standing still either. A complete redesign and UX rework was performed.
Initially, the multi-level menu bar was taken in hand to make it optimal for mobile use. This was worked out in wireframes that were validated with the necessary stakeholders.
Improving the customer experience
If you want to improve the user experience, you first have to take a close look at the navigation. Therefore we made the different subdivisions simpler and always worked with a submenu.
We also added an extra 'direct to' menu on the homepage, together with breadcrumbs on every page.
We also took care of the FAQ pages, making it easier for a customer to find an answer to his question. We did this by providing separate pages per question, an extensive search function specifically for faq items, better subdivision into different categories and providing a block where the customer can set which items should be in the 'Top most frequently asked questions'.
On top of that, we have reworked the overview of most downloaded documents to make it more user-friendly.
A long-term partnership must be based on mutual trust in order to work together transparently and with a no-nonsense approach. That is why we will soon be performing a WCAG audit together with water-link, so that we can continue to optimize and ensure that user-friendliness increases.
In the meantime, we are also discussing how we can further improve the cooperation by also placing the hosting part under the wings of Calibrate Group so that there is a single responsibility and water-link can be completely unburdened.
We can be proud of the achieved result: water-link.be now has a platform that is completely stable and up to date, with a better user experience.
The collaboration between water-link and Calibrate is a great example of how one can continue to grow organically on a digital level so that the ease of use for website visitors and employees can be optimized.