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User-Centric Website Redesign for Public Utility District
  1. case
  2. User-Centric Website Redesign for Public Utility District

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User-Centric Website Redesign for Public Utility District

bilberrry.com
Utilities
Government
Energy & natural resources

Challenges with Outdated Website Structure and User Experience

Existing website had become a labyrinth with 700+ pages, 16 top-level navigation topics, and inconsistent organization. Users struggled to find critical information like bill payment and outage reporting, while internal teams faced inefficiencies in content management.

About the Client

Second-largest publicly owned utility in Washington state, serving 360,000 electric and 23,000 water customers

Project Goals for Website Modernization

  • Simplify navigation through task-based organization
  • Reduce content volume by 60% through audit and consolidation
  • Implement modular design system for flexible page creation
  • Improve CMS efficiency for content management
  • Highlight clean energy initiatives and community engagement

Core Functionalities for Website Overhaul

  • Four-category task-based primary navigation
  • Dynamic 'How do I...' quick-access dropdown
  • Modular component library (30+ reusable blocks)
  • Integrated customer portal login
  • Responsive calendar feed for community events

Technology Stack Preferences

WordPress
PHP
MySQL
HTML5
CSS3

System Integration Requirements

  • Customer portal authentication system
  • Outage tracking API
  • Community event calendar feed

Operational Requirements

  • Scalable architecture for future growth
  • 99.9% uptime SLA
  • WCAG 2.1 accessibility compliance
  • Load time under 2 seconds

Expected Business Impact of Website Redesign

Projected 60% reduction in content management overhead, 40% improvement in user task completion rates, and enhanced ability to promote sustainability initiatives through targeted content delivery.

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