Digital Communications for Customers & Regulators

Project description

We’ve been working with this company for many years now on lots of different communications projects. As the UK’s largest water and wastewater company they’re very talented at communicating with their 15 million customers, as well as keeping their regulators, stakeholders and employees up to date. That’s a lot of communicating!

When our client asked us to develop over 30 digital documents to inform their customers, regulators and stakeholders about some of their vital work and plans; we were delighted to help.

What we did

We analysed lots of feedback from their customers and stakeholders. We carefully structured our documents to make sure they gave answers and explanations to each of these areas. We collaborated with lots of internal departments and teams to understand project technicalities before turning them into clearly defined messages for each audience and, importantly, for non-technical readers! We meticulously aligned to our client’s strict corporate brand guidelines and tone of voice for all of our layouts, copywriting and new graphics.

Outcome

Using clear document structure, intentional copywriting and our award-winning graphic design, we developed an impressive portfolio of over 30 digital documents. The documents clearly communicated core messages and responded to feedback in an informative and engaging way that encouraged positive customer and stakeholder support. We utilised the corporate colour palette to maximum effect and cleverly used new graphics to simplify technical information and emphasise core messages.

The documents were positively received by our clients and their audiences. This success led to a request for us to produce the next phase of this portfolio two years later. It also led to our development of a wide range of additional digital documents, presentations and papers for our clients’ customers, regulators, employees and stakeholders.