To fully understand the website needs of your utility organization, you must understand the expectations of your audience.
Do you know what type of users log on to your website the most? You may not see their faces – but they are your digital audience. These digital customers aren’t just in the audience for your utility organization – they are part of a larger digital audience and bring with them expectations gained elsewhere on the web to your site. They have little tolerance for delays, clunky layouts and processes that are not intuitive.
For most of your site visitors, the website has become the primary way they access services and transact business with your organization.
The website has replaced brick-and-mortar offices, meaning the way it looks and functions now shapes the perception your customers have of your organization. An inefficient website gives your customers a negative impression.
Ask yourself: does your website deliver the same experience as the happy faces at your office; a customers experience, that will serve, engage and delight them?