We’re excited to have improved the customer experience with the FortisBC web redesign project.
FortisBC worked with OXD to improve customer service with a customer-centric redesigned website that reflected their brand. FortisBC had outgrown its previous website features and design which made it confusing and hard for customers to accomplish necessary tasks like finding bills, changing passwords, and updating account information. The technologies were outdated and hard to maintain, the search function didn’t generate relevant results, and user experience wasn’t taken into account.
For the FortisBC website redesign, we improved the overall look and feel of the site as well as the customer experience. Feedback from customers was key to meeting FortisBC’s goals for the project. The new design makes it easier for customers to find what they’re looking for—specifically paying bills, applying for rebates, and moving their service—which was validated by usability testing. The new design features refreshed colours and imagery that reinforces their brand attributes of credible, trustworthy, and innovative. In addition to refreshing their brand for vibrancy, we used quantitative testing methods to resonate with their audience and implemented web management tools so non-designers could easily add and update content. The new website is also accessible—meeting the Web Content Accessibility Guidelines (WCAG) standards.
Take a look at the redesigned FortisBC website.
Planning your own website redesign or design and build of a new website? Download our free website project planning guide.