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