The challenge

Severn Trent were keen to find an easy, visual way of explaining their processes, helping their customers with water related questions. Explaining a water bill or helping customers find their water meter over the phone, can be challenging without any visuals.

Severn Trent also wanted to offer help and reassurance to their customers who may have questions on more concerning topics including water quality, a suspected leak, or maintenance advice on dealing with frozen pipes, installing a single check valve and avoiding blockages.

Our task

• Develop engaging visual aids to simplify processes for customers

• Empower customers to know exactly when to reach out to Severn Trent versus other channels, e.g. local councils

• Create comprehensive help guides that enable customers to self-serve

• Inclusive and diverse solutions to resonate with customers’ varying learning styles.

• Significantly decrease the number of contact centre enquiries

The solution

Our solution was to take each of Severn Trent’s challenging topics and bring them to life visually, encouraging customers, where possible, to self-serve.

We achieved this through the creation of a suite of videos, offering guidance and support to their customers, with clarity on who, when and how to make contact.

The simple videos are concise, informative and engaging, complementing the Severn Trent brand seamlessly.