User Journey and Design Overhaul for an Ultra Pure Water Network
Spotless Water offers the UK’s first self-service, ultra pure water distribution network. Over the next two years Spotless Water will be dispensing easy-access and quick-fill, ultra pure water from more than 450 self-service locations across the UK, providing convenience, reliability and quality at a competitive price. All this with a mission to ensure customers are able to leave the site with zero-TDS ultra-pure water, any time, every time.
The Challenge
Spotless Water needed to rebuild its customer app and brochure site after user feedback showed the existing experience was difficult to navigate and no longer meeting customer needs. The project focused on creating a clearer, more useful digital platform that simplified payments, improved communication, increased engagement and supported stronger customer loyalty.
Poor User Experience
The existing app and website were difficult to navigate and were not performing to their full potential
Customer Convenience
Users needed an easier way to pay, access information and stay updated on changes and offers
Collaborative Delivery
The project required close collaboration with Spotless Water and their branding agency, all while adapting to remote working during the COVID-19 pandemic
What We Delivered
We delivered the project using our Know Thy User® methodology, breaking the design process into five key stages: discovery and planning, user research, information architecture and user journeys, wireframes and design, and final delivery and handover.
With 80% of Spotless Water users accessing the platform on mobile, we took a mobile-first design approach. We focused heavily on creating a clear and intuitive mobile experience for the website first, before translating suitable elements across to the app.
The designs used responsive components that adapted across screen sizes, ensuring the experience worked effectively on mobile, app and desktop. Following the success of the work, The Human Tech Agency was also asked to support the proof-of-concept screen designs and user journeys for Spotless Water kiosks across the country.
The Result
Spotless Water received a modern, user-focused website and app experience designed around the needs of its mobile-first customer base.
The new approach created a clearer journey for users, making it easier to access information, complete key tasks and engage with the brand across multiple digital touchpoints.
The project also gave Spotless Water a scalable digital foundation for future features, including routing software, overseas capability, subscription models and further kiosk improvements, helping the business prepare for growth and future competition.
Tim Morris
the human tech agency has been a fantastic partner in not only helping us define and optimise our core objectives, but also in responding to tactical challenges and new opportunities. They truly have their finger on the pulse when it comes to new initiatives in the world of digital and the team is a pleasure to work with. I would also add that the station screens they designed were outstanding and exceeded expectations
How We Work
A proven process that delivers results, from discovery to continuous improvement.
Thinking about a similar project?
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