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Powering Jersey Electricity to inspire a zero carbon future

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A flexible website that's easy to update

Jersey Electricity provides affordable, secure and sustainable energy to the island of Jersey. Their vision is to enable life's essentials and inspire a zero carbon future.

They asked us to create a new website to communicate this vision, and provide customers with the help & advice needed to achieve it. The site needed to be user-friendly, accessible to all, and easy to update without technical skills.

We led a comprehensive project to define clear goals, produce new content and execute a ground-up redesign.

  • Research & workshops
  • User profiling
  • UX design & prototyping
  • Content strategy
  • Copywriting & Content Production
  • Design System
  • Website Design & Build
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Help, advice and customer care for everyone

As the island's sole electricity supplier, Jersey Electicity has a wide customer base. Quite simply, everyone is a customer - at home and at work, but also tradespeople and investors. For some, the focus is just the bottom line on their monthly bill. For others it’s grand plans for an electric car or renewable energy installation.

Our challenge was to deliver a website that would serve all customers - whatever their needs - with first-class help, advice and customer care.

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A user-centric approach

We collaborated with Jersey Electicity’s Customer Experience team to profile a range of different website users, then analyse their motivations, goals and characteristics. This gave us a detailed picture of the ways people search for and use their products and services, from paying bills to checking tariffs to moving house. 

Using this insight, we mapped typical online user journeys in detail. What tasks do customers want to achieve, and why? Why might they get frustrated? How can we make it easier for them? This focus on the small but important details of customer experience meant we didn’t just design nice looking web pages, but features that people actually want and need.

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User experience & design

Based on the behavioural and analytical insight, we produced extensive wireframes & prototypes to test and refine until they were optimised for ease of use and conversion.

The brand’s visual elements were translated into a scalable user interface kit & guidelines for use on the website, but also on apps and in digital marketing. This approach drives consistent expression of the brand, and also a cohesive customer experience across digital platforms.

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Plain English

We’ve all been frustrated by technical terminology - and Jersey Electicity’s website needs to communicate a lot of information, some of it quite niche. To ensure that the new content would be understood by all, we ran a rigorous content production process.

We held a workshop to brief subject matter experts, and provided online document templates with guidelines to capture the right raw information. Our content team then edited to make it user-friendly, customer-focused, accessible, inclusive and consistent. A client brand style review followed, before we loaded the content onto the website, applying final formatting and adding images, illustrations and videos to enhance it. The whole process was managed via a digital workflow, with notifications ensuring the right people had visibility at the right time.

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Flexible publishing

We love building websites, and we enjoy looking after them too. But it’s also important to empower our clients so they can take care of things themselves. Jersey Electicity needs to publish and edit website content regularly, for a wide range of purposes. So we made their website our most flexible publishing platform yet.

Website editors can choose from over 30 pre-built content blocks to use on any page, each with a range of options to customise them. Simply choose a layout from the library, add your content, drag into place and CLICK - it’s done. The team can even create reusable content blocks for quick publishing & common updates. The result is great looking web pages created in minutes, with no technical knowledge required.

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Accessible for all

We designed the Jersey Electicity website to meet WCAG accessibility standards. All potential users, including people with disabilities, can have a good user experience and are able to easily access information. By implementing accessibility standards, we also improved the usability of the site for all users.

Our code is structured and written in a way that supports assistive technologies such as screen readers, while all text meets colour contract guidelines to ensure it is clearly legible. And by integrating ReciteMe, a cloud-based assistive technology toolbar, we allow visitors to fully customise all content, so that they can consume it in whichever way works for them.

Visit www.jec.co.uk - a website for everyone.

 


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